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Avaya Computer Telephony€¦ · Avaya Computer Telephony Release 1.3 Telephony Services...

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Avaya Computer Telephony Release 1.3 Telephony Services Administration and Maintenance Guide Issue 1 October 2003
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Page 1: Avaya Computer Telephony€¦ · Avaya Computer Telephony Release 1.3 Telephony Services Administration and Maintenance Guide Issue 1 October 2003

Avaya Computer TelephonyRelease 1.3Telephony Services Administration and Maintenance Guide

Issue 1October 2003

Page 2: Avaya Computer Telephony€¦ · Avaya Computer Telephony Release 1.3 Telephony Services Administration and Maintenance Guide Issue 1 October 2003
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Issue 1 October 2003 3

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Reason for Reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13User Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Document Organization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Conventions Used in this Document . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Graphic Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Typographic Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15For More Information About Avaya Products and Service . . . . . . . . . . . . . . . . 15

Chapter 1: Introducing Telephony Services . . . . . . . . . . . . . . . . . . . . . . . 17

Computer Telephony Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Major Components of

Telephony Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Running a Telephony

Services Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Establishing a Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Using a Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Terminating the Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Telephony Services Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 2: Telephony Objects and the Security Database . . . . . . . . . . . . . . . 25

The Telephony Services Security Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25If You Elect Not To Install the Telephony Services

Security Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26How the Security Database Option Differs

from Prior Releases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Enabling and Disabling the SDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Procedure for Disabling the SDB . . . . . . . . . . . . . . . . . . . . . . . . . . 26Procedure for Enabling the SDB. . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Security Database Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29The User Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Worktop Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Unrestricted Access Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Avaya Computer TelephonyRelease 1.3

Telephony Services Administration and Maintenance Guide

Contents

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Access Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Administration Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

The Worktop Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Worktop Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Primary Device ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Secondary Device Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32LAN Addresses - IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

The Device Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Device ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Device Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Tlink Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

The Device Group Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33The Tlink and Tlink Group Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Tlink Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34How Tlinks and Tlink Groups are Used . . . . . . . . . . . . . . . . . . . . . . . 35Associating a Device with a Particular PBX . . . . . . . . . . . . . . . . . . . . . 35Load Balancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Object Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Underlying Database Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using TSA32 to Administer Your SDB . . . . . . . . . . . . . . . . . . . . . . . . . 40Bulk Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

SDB Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Version Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41SDB Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Line Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Sample File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42File Wrap-around . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Chapter 3: Controlling User Access to Telephony Servers. . . . . . . . . . . . . . . 45

About GrantingAdditional Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Granting User Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Changes to User Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Extending User Access to Other Worktops . . . . . . . . . . . . . . . . . . . . . . . 50Access Rights Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Device/Device Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Call/Device Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Call/Call Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Sample Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Users Only Control Devices on Their Own Worktops . . . . . . . . . . . . . . . . . . 53

Manager/Assistant Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 54Call Monitoring Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Portion of User Community Shares Worktops . . . . . . . . . . . . . . . . . . . . 57Prompted Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

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Chapter 4: Using the TSA32 to Administer the Security Database. . . . . . . . . . . 61

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Reboot after Administrative

Changes to a User’s Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . 62Telephony Services Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Redisplay Screen to View Current Edits . . . . . . . . . . . . . . . . . . . . . . . 62Starting the TSA32 Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

TSA32 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64The TSA32 Menu Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64The TSA32 Tool Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65The TSA32 SDB Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65SDB Tree View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66SDB Object View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Tips for Using the TSA32 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Creating Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Selecting Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Submitting New or Changed Object Information . . . . . . . . . . . . . . . . . . . 67Deleting Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Using Quick Add . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Administration of

System-wide Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Controlling SDB Administration Access . . . . . . . . . . . . . . . . . . . . . . . . . 71

Setting Up an Admin Access Group . . . . . . . . . . . . . . . . . . . . . . . . . . 72Admin Access Group Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Administering Admin Access Groups . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Creating an Admin Access Group . . . . . . . . . . . . . . . . . . . . . . . . . . 73Administering Allowed Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Deleting an Admin Access Group . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Order for Administration of Telephony Objects . . . . . . . . . . . . . . . . . . . . . . 79Administering Tlinks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Creating a Tlink . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Viewing a Tlink . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Deleting a Tlink. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Administering Tlink Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Creating a Tlink Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Editing or Viewing a Tlink Group. . . . . . . . . . . . . . . . . . . . . . . . . . . 84Deleting a Tlink Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Administering Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Creating a Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Editing or Viewing a Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Deleting a Device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Administering Device Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Creating a Device Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Editing or Viewing a Device Group . . . . . . . . . . . . . . . . . . . . . . . . . 90Deleting a Device Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Administering Worktops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Creating a Worktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Editing or Viewing a Worktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

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Deleting a Worktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Administering Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Creating a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Editing or Viewing a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Deleting a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

SDB Logging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Using the TSA32 to Set SDB Log Settings . . . . . . . . . . . . . . . . . . . . . . . 103

Chapter 5: Bulk Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Administering Your SDBwith Bulk Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Bulk Administration Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Adding Telephony Services Objects to Your Security Database for the First Time . . . 106Making Bulk Changes to an Existing SDB . . . . . . . . . . . . . . . . . . . . . . 107Printing the Contents of the SDB . . . . . . . . . . . . . . . . . . . . . . . . . . 108Updating Your SDB Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . 109Migrating from a NetWare Telephony Server to a Windows NT, Windows 2000, or Windows XP

Telephony Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Examining Bulk Administration Files . . . . . . . . . . . . . . . . . . . . . . . . . . 110

The Flat File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Section Headers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Data Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Multi-valued Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Flat File Section Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114The Error File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Correcting Non-Fatal Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Correcting Fatal Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117The Simple File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Using the Simple File for Quick Adds . . . . . . . . . . . . . . . . . . . . . . . . 120Simple File Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Rules For Creating a Simple File . . . . . . . . . . . . . . . . . . . . . . . . . . 122Errors Encountered While Processing a Simple File . . . . . . . . . . . . . . . . . 122

Automating the SDB Interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Order of Data Lines in the Flat File . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Adding Objects to the SDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Modifying Objects in the SDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Deleting Objects from the SDB . . . . . . . . . . . . . . . . . . . . . . . . . . . 127General Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Updating from the Flat File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Using Bulk Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Adding Telephony Services Objects to Your SDB

for the First Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Making Bulk Changes to Your SDB . . . . . . . . . . . . . . . . . . . . . . . . . 129

Printing Data in Your SDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Updating Your SDB Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Invoking Bulk Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Creating Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Creating Templates Using TSA32 . . . . . . . . . . . . . . . . . . . . . . . . . . 133

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Creating a Flat File from the Security Database . . . . . . . . . . . . . . . . . . . . . 133Backing up the SDB Using TSA32. . . . . . . . . . . . . . . . . . . . . . . . . . 133

Updating the Security Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Updating the SDB Using TSA32 . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Upgrading the Security Database . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Upgrading the SDB Using TSA32 . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Object Attribute Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Tlink Object Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

SDB Manual Pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143sdbUpdateDataBase( ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143SDBUpdateDataBaseConfEvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147sdbBackupDataBase( ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149SDBBackupDataBaseConfEvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151SDBUniversalFailureConfEvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Chapter 6: TCP/IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Client Software Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Win32 Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159UnixWare Client Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Editing the Template File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Sample Template File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

TCP/IP and Tserver Feature Interactions. . . . . . . . . . . . . . . . . . . . . . . . . 161Extended Worktop Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Automatic Administration of LAN Addresses . . . . . . . . . . . . . . . . . . . . . . 162TCP Preferred Naming Format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

If You Use DHCP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Using TSA32 to Administer TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . 163TCP/IP Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163Using TSM32 to Display TCP/IP Status. . . . . . . . . . . . . . . . . . . . . . . . . 164

Avaya CT Support for a Firewall Environment . . . . . . . . . . . . . . . . . . . . . . 166Basic Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166CVLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167TSAPI and JTAPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167Determining How Many Ports to Use . . . . . . . . . . . . . . . . . . . . . . . . . . 167Firewall Between the Tserver and the Client . . . . . . . . . . . . . . . . . . . . . . 168

Configuring Avaya Computer Telephony with a Firewall between the Avaya Computer Telephony Server and the Client Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Error Messages Associated with From and To Fields . . . . . . . . . . . . . . . . . . 172

Chapter 7: User Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

User Authentication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Single Login Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Logging Into a Windows NT, Windows 2000 or Windows XP Machine . . . . . . . . . 175

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Logging Into a Windows 95/98 machine . . . . . . . . . . . . . . . . . . . . . . . 175Mapping a Drive to a Windows NT, Windows 2000 or Windows XP Machine . . . . . . 176

Local Login Authentication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Windows NT, Windows 2000 or Windows XP Search Methods for Local Login

Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Additional Properties for Local Login

Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Assigning User Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Distinguishing Users In Different Domains . . . . . . . . . . . . . . . . . . . . . . 178

Chapter 8: The Tserver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Telephony Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Telephony Server Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182The Telephony Services Controller . . . . . . . . . . . . . . . . . . . . . . . . . 183Telephony Server Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185Pop-Up Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Using the TSM32 to Enable Pop-Up Alarms . . . . . . . . . . . . . . . . . . . . . 186Name Server Advertising . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Using the TSM32 to Enable Name ServerAdvertising . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Version and System Status Information. . . . . . . . . . . . . . . . . . . . . . . . . 187Using the TSA32 to View Version Information . . . . . . . . . . . . . . . . . . . . 191

Loading and Unloading PBX Drivers. . . . . . . . . . . . . . . . . . . . . . . . . . . 193Driver DLL Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Using the TSM32 to Display Driver DLL Information . . . . . . . . . . . . . . . . . 193Adding DLLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Removing DLLs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195Loading and Unloading DLLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195Configuring a DLL for Auto Load . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Tserver Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197Using the TSA32 to View SDB Status Information. . . . . . . . . . . . . . . . . . . . 199Using the TSM32 to View Tserver Status Information . . . . . . . . . . . . . . . . . . 200

Resetting the Refresh Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Tlink Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Using the TSM32 to View Resource Information . . . . . . . . . . . . . . . . . . . 207User Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Using the TSM32 to View User StatusInformation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Dropping a User Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Chapter 9: Telephony Services Traffic Measurement . . . . . . . . . . . . . . . . . . 215

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Measuring Traffic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Telephony Services Traffic Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

System Level Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Reducing the Size of an Existing Traffic Log . . . . . . . . . . . . . . . . . . . . . 219

Tserver Traffic Settings and Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 219Tserver Settings/Current Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

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Tserver Traffic Settings and Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 220Tserver History Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Tlink Traffic Settings and Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 221Tlink Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222Tlink Traffic Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Tlink Current Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Tlink History Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224TSDI History Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225Reset Current Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Traffic Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Traffic Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Sample Traffic Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228Measurement Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Chapter 10: The Cserver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231Flow Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233Cserver Status Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Client Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234CSDI Memory Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235Buffer Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236Message Traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Semaphores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238Internal Buffer Sizes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Displaying Cserver Status Information . . . . . . . . . . . . . . . . . . . . . . . . . 238Using TSM32 to View Cserver Status

Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240Cserver Message Tracing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Chapter 11: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Problem Areas for Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . 243Common Tserver Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244Tserver Authentication Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245Tserver Initialization Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

For new installations, verify the following: . . . . . . . . . . . . . . . . . . . . . . 246For existing installations, verify the following:. . . . . . . . . . . . . . . . . . . . . 246

Tserver Not Listed as a Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247Tserver Uninstalled While Still Running . . . . . . . . . . . . . . . . . . . . . . . . . 247

Tserver Hangs While Trying to Access Novell NT Requester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Problems Opening a Stream . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248Problems Accessing a Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Problems Loading a Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252Application Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253Changing User Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Assigning Full User Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 254Checking Version Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

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Using the TSA32 to View Version Information . . . . . . . . . . . . . . . . . . . . 255Using the TSM32 to View Version Information . . . . . . . . . . . . . . . . . . . . 255

Automatic Administration of LAN Addresses . . . . . . . . . . . . . . . . . . . . . . 256SDB Database Engine is not Working Properly . . . . . . . . . . . . . . . . . . . . . 257SDB is Unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257Slow Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

TSAPl Client Library Message Que Full . . . . . . . . . . . . . . . . . . . . . . . 259Verifying that the TSAPI Client Library Message Queue is the Source of the Problem . 259Resolving the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

Troubleshooting Mechanisms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261 General Logging Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262

Maximum Log Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262Last Log Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262Current Log Offset and Decreasing the

Size of a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263Error Log Entry Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263Increasing the Size of the Message Trace File . . . . . . . . . . . . . . . . . . . . 264Message Trace Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Viewing the Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Tserver Error Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Selecting the Correct Severity Level . . . . . . . . . . . . . . . . . . . . . . . . . 267Reporting Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Turning on Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268Using the TSM32 to Select Error Levels . . . . . . . . . . . . . . . . . . . . . . . 268

Tserver Message Tracing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269Turning On Tserver Message Tracing . . . . . . . . . . . . . . . . . . . . . . . . 270Using the TSM32 to Enable Message Tracing . . . . . . . . . . . . . . . . . . . . 271Cserver Message Tracing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272Turning On Cserver Message Tracing . . . . . . . . . . . . . . . . . . . . . . . . 272

Log File Sizes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274Using the TSA32 to Administer the SDB Log File Size . . . . . . . . . . . . . . . . 274Using the TSM32 to Administer the Error Log File Size . . . . . . . . . . . . . . . . 274Using the TSM32 to Administer the Tserver Trace File Size . . . . . . . . . . . . . . 275

Client Message Tracing (TS Spy) . . . . . . . . . . . . . . . . . . . . . . . . . . . 275Starting TS Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275TS Spy Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277TS Spy File Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278Activating File Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278Deactivating File Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280TS Spy Individual Connection Tracing . . . . . . . . . . . . . . . . . . . . . . . . 281TS Spy Client Library Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281TS Spy Trace Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282TS Spy Error Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

Telephony Services Test Application (TSTest) . . . . . . . . . . . . . . . . . . . . . 283Starting the Test Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286CSTA Universal Failure Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Taking Corrective Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

ACS Universal Failure Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

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Contents

Issue 1 October 2003 11

Security Database Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

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© 2003 Avaya Inc.All Rights Reserved.

NoticeEvery effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

Preventing Toll Fraud“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Fraud InterventionIf you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com

Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List.

Providing Telecommunications SecurityTelecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)• Theft (such as, of intellectual property, financial assets, or

toll-facility access)• Eavesdropping (privacy invasions to humans)• Mischief (troubling, but apparently innocuous, tampering)• Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).

Your Responsibility for Your Company's Telecommunications SecurityThe final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

• Installation documents• System administration documents• Security documents• Hardware-/software-based security tools• Shared information between you and your peers• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

• your Avaya-provided telecommunications systems and their interfaces

• your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

• any other equipment networked to your Avaya products.

TrademarksAdobe, Adobe Acrobat, and the Adobe logo are registered trademarks of Adobe Systems, Inc.Avaya and MultiVantage are trademarks of Avaya, Inc.CallVisor, DEFINITY, and the Avaya logotype are registered trademarks of Avaya, Inc.Internet Explorer is a trademark of SyNet, Inc.

Microsoft, DOS, Windows, Windows NT, Windows 2000, Windows XP, Win32, and the Microsoft logo are registered trademarks and Windows for WorkGroups, Windows 95, and Windows 98 are trademarks of Microsoft.Pentium is a registered trademark of Intel Corporation.Sun, Sun Microsystems and the Sun logo are registered trademarks and Java, Solaris, and Solaris SPARC are trademarks of Sun Microsystems, Inc. in the USA and other countries.UNIX is a registered trademark in the USA and other countries, licensed exclusively through X/Open Company Limited.UnixWare is a registered trademark of the Santa Cruz Operation, Inc. in the USA and other countries.All products and company names are trademarks or registered trademarks of their respective holders.

Avaya SupportAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com

Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List.

AcknowledgmentThis document was written by the CRM Information Development group.

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Reason for Reissue

Issue 1 October 2003 13

About This Guide

Use this document to carry out all the administrative tasks associated with setting up and maintaining Avaya Computer Telephony software on your server and your client workstations.

Reason for Reissue This document is reissued to reflect changes associated with configuring Avaya Computer Telephony in firewall environments that use Network Address Translation or port redirection. For more information see Avaya CT Support for a Firewall Environment, in Chapter 6 of this document.

User ResponsibilitiesYou are assumed to be familiar with the operating systems of the server and workstation clients on which you are installing the Telephony Services software. If you are not, refer to the documentation for those systems.

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About This Guide

14 Telephony Services Administration and Maintenance Guide

Document OrganizationThis guide is organized as follows:

● Chapter 1: Introducing Telephony Services describes Telephony Services software components of and provides a general overview of running a Telephony Services application.

● Chapter 2: Telephony Objects and the Security Database describes Security Database (SDB), which contains information about users and the devices they control. It provides an overview of the SDB and describes how it is used to determine the types of access that users have to the Telephony Services network.

● Chapter 3: Controlling User Access to Telephony Servers describes how to grant users permissions by assigning Access Rights options to the user object. It also describes the “Extended Worktop Access” feature, allowing user permissions to be assigned based on the worktop where a user is running an application (users can log in from any worktop and control the devices on that worktop).

● Chapter 4: Using the TSA32 to Administer the Security Database describes how to use TSA32 for SDB administration.

● Chapter 5: Bulk Administration describes how to use Bulk Administration to automate certain administrative tasks.

● Chapter 6: TCP/IP Configuration describes how to connect your telephony server and clients to the LAN with TCP/IP.

● Chapter 7: User Authentication describes the user authentication process. User authentication is the way Avaya Computer Telephony determines if a user attempting to establish a connection has provided a valid login ID and password.

● Chapter 8: The Tserver describes how to use Tserver status and maintenance functions.

● Chapter 9: Telephony Services Traffic Measurement describes how to use the administrative tools that track Tserver traffic and resource utilization.

● Chapter 10: The Cserver describes how to carry out Cserver administration and maintenance functions, as well as how to measure traffic and resource utilization. Use this chapter is for installations that are connected to a PBX that use the CSDI interface.

● Chapter 11: Troubleshooting describes how to identify the source of a problem and what corrective action to take. It also describes each error code used by Avaya Computer Telephony.

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Conventions Used in this Document

Issue 1 October 2003 15

Conventions Used in this Document

Graphic Conventions

The note symbol provides additional information about the topic currently under discussion. This information is not required in order to run your system.

Typographic Conventions

This guide uses the following typographic conventions:

italicsWords in italics refer to a document that contains additional information about a topic.

<Enter>Words within angle brackets represent a single key that should be pressed. These include <Enter>, <Insert> and <Delete>.

Related DocumentsFor a list of related DEFINITY and Avaya Computer Telephony documents, see the Preface (“About This Document”) of Avaya Computer Telephony 1.3, Installation Guide (INSTALL.PDF).

For More Information About Avaya Products and Service

For information about Avaya products and service, go to www.avaya.com. For product documentation for all Avaya products and related documentation, go to www.avayadocs.com.

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About This Guide

16 Telephony Services Administration and Maintenance Guide

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Computer Telephony Integration

Issue 1 October 2003 17

Chapter 1: Introducing Telephony Services

Telephony Services allows you to integrate telephony monitoring and control with applications on enterprise-wide networks. One or more telephony servers integrate the existing telephones on users’ desktops with telephony-enabled or telephony-based applications. These applications can reside either on the server where they are referred to as “server applications” or on the desktop PC where they are called “client applications.”

The following topics are discussed in this chapter:

● Computer Telephony Integration on page 17

● Major Components of Telephony Services on page 20

● Running a Telephony Services Application on page 21

● Telephony Services Terminology on page 22

Computer Telephony IntegrationTelephony Services accomplishes the integration of your telephone and PC without the need for special telephones, connectors, PC circuit packs, or new wiring at each client workstation. Client PCs that are already connected to a LAN do not require any new hardware. Hardware at the telephony server provides the physical link between the telephony server and the PBX, to which the users’ telephones connect. The server hardware and software are the only incremental expenses required to provide an environment for integrated applications.

As shown in Figure 1-1, the telephone and the PC do not physically connect to each other. Instead, the Tserver logically integrates them.

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Figure 1-1: LAN and Telephony Network with Telephony Services Installed

Your PBX vendor provides three of the pieces depicted in Figure 1-1:

● a CTI link (wire that physically connects the telephony server and the PBX)

● a CTI adapter in the telephony server

● the PBX driver (a software module that resides on the telephony server)

PBX vendors differ in the range of capabilities that they support over their CTI links, but most vendors support a basic set of capabilities that include making, monitoring, and controlling telephone calls.

The Telephony Services platform provides software modules that reside on the telephony server and on each client workstation. Figure 1-2 shows these modules as shaded areas on the telephony server and client workstation.

Tserver

PBXDriver

CTIAdapter

Telephony Server

CTI Link

PBX

LAN

Client Workstation

Client WorkstationTelephone

Telephone

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Figure 1-2: Telephony Services Components

Applications that you purchase separately may reside on either a server or individual client workstations. These applications use Telephony Services to establish an authorized connection to the telephony server and to send telephony control messages to the PBX. For example, an application running on a client workstation can establish a connection and then request that the PBX place a telephone call from one endpoint to another or monitor call activity at a telephone.

Avaya Computer Telephony clients and servers use TCP/IP as the transport mechanism.

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Major Components ofTelephony Services

Telephony Services consists of software that runs on a server and software that supports an Application Programming Interface (API) on client PCs. A PC application, acting on behalf of a user, can use this API to monitor and control calls at a device associated with the user.

The major components of Telephony Services are:

● The Tserver - This component resides on the telephony server and acts as a conduit from individual client/server applications to the PBX. It routes return messages from the PBX to the client/server that expects them. It also ensures that users log in using a valid login and password and that they have the permissions to do what they are requesting.

● The Security Database (SDB) - This is the Telephony Services database that stores information about users and the devices they control. The Tserver uses this information in its permission checking. Administrators can control user access to Telephony Services by placing restrictions on the types of requests users can make. Telephony Services uses Btrieve for the database engine (the underlying software that controls the data) for the SDB.

● Telephony Services Library (TSLIB) - This is a set of functions that acts as an interface between client or server applications and the Tserver. When a user starts a telephony application, the application uses these functions to establish an authorized connection with a particular telephony server and to send telephony control messages to the PBX. The messages sent by the telephony application conform to the Telephony Services Application Programming Interface (TSAPI).

The PBX driver also resides on the telephony server. It receives TSAPI messages from the Tserver and routes them to the PBX over CTI links, performing any necessary conversions in the process. It receives messages from the PBX, reformats them, and sends them back to the Tserver. The PBX driver is supplied by your PBX vendor.

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Running a TelephonyServices Application

Once you have set up your telephony server, you can run applications on client workstations or on other servers. Before an application can run, it must establish a connection with the Tserver. Once this has been done successfully, the application sends messages to the Tserver using this connection. Messages are forwarded by the Tserver to the PBX driver and ultimately, to the PBX. When you terminate the application, the connection between the Tserver and the application is ended.

Establishing a Connection

When you start your application, it attempts to open a connection to a Tserver. This involves communication between the Tserver and the TSLIB on your workstation. You will be prompted to choose an available service (Tlink) and to provide login and password information. If all security checks pass, a connection is established and your application can begin issuing requests to the server.

Using a Connection

Suppose your application is designed to let you call people in your personal directory by selecting their name. The application also gives you information about incoming calls. To do this, the application places a device monitor on your telephone, requesting that Telephony Services provide detailed notification of the stages of calls made to and from your phone.

When you make an outgoing call, the application looks up the destination telephone number and issues a request to make the call. This is sent across the connection you made with the Tserver. The Tserver checks to make sure you are allowed to make calls on this device and, if you are, forwards the call request to the PBX driver. The PBX driver converts the message to the protocol used by your PBX. This message is sent to the PBX over the CTI link. The PBX then sets up the call, sending monitor reports back to the PBX driver as events occur, such as when the destination phone is alerting, when it answers, and so on. The PBX driver reformats messages from the PBX into TSAPI messages and sends them to the Tserver. The Tserver receives these messages from the PBX driver and distributes them to the appropriate clients.

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Terminating the Connection

When you exit the application, the connection that you were using is closed and any system resources that you were using become available for others to use.

Telephony Services TerminologyThe following terms are used to describe Telephony Services:

● Admin Access Group: A group of Telephony Services users with administration privileges. Group members may have permission to administer either all or only some of the Telephony Server’s components.

● Authentication: The process by which the Tserver determines if a user attempting to establish a connection has provided a valid login ID and password. The login ID and password are always those of a Windows NT Workstation or Server user account (the login IDs must be administered in the Telephony Services Security Database and in the Windows NT user database). Users can also be administrated using Active Directory Services. See Chapter 7: User Authentication for details.

● Computer Telephony Integration (CTI): The integration of services provided by a telephone and a computer.

● Computer Supported Telecommunications Applications (CSTA): A CTI standard established by ECMA, the European Computer Manufacturers’ Association.

● CTI Link: The physical connection between a telephony server and a PBX.

● Monitoring: A mechanism for informing clients or applications of events that have occurred on the PBX. Examples of these events include notification of an incoming call, a call being answered, put on hold and so on. Monitor reports include information that allows applications to pop screens or collect statistics.

● Operation, Administration and Maintenance (OAM): The generic term used to describe the administration of Telephony Services information. This includes the administration of SDB objects, Tserver maintenance parameters, and PBX-specific parameters.

● PBX Driver: A PBX-specific software module that provides the interface between the telephony server and the PBX. The PBX driver receives TSAPI messages from the Tserver on a Tlink, reformats the message into a set of messages understood by the PBX, and sends the reformatted message to the PBX over a CTI link.

● Private Branch Exchange (PBX): The telephone switch that connects users’ telephones to the local Central Office.

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● Security Database (SDB): The database of information that the Tserver uses to enforce permission restrictions set by the administrator.

● Stream: The logical connection between a client application and a Tserver. A stream is established at the request of the client application. All telephony requests made by the application are sent on this connection.

● Telephony Server: A server that has the Telephony Services software installed. More than one telephony server can exist on a LAN.

● Telephony Services Administrator (TSA32): The 32-bit Windows application that allows the system administrator to enter information for the SDB. On 32-bit Windows platforms, Tserver maintenance and status operations are accessed through the TSM32.

● Telephony Services Maintenance (TSM32): The 32-bit Windows application that allows the system administrator to view and modify maintenance and status parameters (such as Error Logging, Message Tracing, or Tlink Information).

● Tlink: The name of a service provided by a Tserver. Client applications must connect to the specific service that provides the required functionality. The two types of services are CSTA services (for call control functions) and OAM services (for administrative functions). A Tlink name is made up of four components separated by pound signs. A Tlink name has the following format:

VENDOR#DRIVER#SERVICE#SERVERNAME

● Tlink Group: A Tlink Group is a collection of CSTA Tlinks. You can use Tlink Group objects to restrict PBX access.

● TSAPI (Telephony Services Application Programming Interface): The interface used by applications to make telephony requests. These requests include call control requests (make a call, transfer a call), monitor requests (trace a call), and routing requests.

● Tserver: The program that resides on a server and receives TSAPI messages from client and server applications. These messages are checked for permissions and, if allowed, forwarded to the PBX driver.

● Worktop: A worktop represents a desktop equipped with a client workstation, a telephone (known as the worktop’s Primary Device), and any number of additional telephony devices (such as a fax machine or a modem). Users can always control and monitor all the devices associated with their worktop, even if they are logged in from a different worktop.

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Chapter 2: Telephony Objects and the Security Database

The following topics are discussed in this chapter:

● The Telephony Services Security Database on page 25

● Security Database Objects on page 29

● Underlying Database Support on page 39

The Telephony Services Security Database

The Telephony Services Security Database (SDB) stores information about users and the devices they control. The Tserver uses this information in its permission checking. Administrators can control user access to Telephony Services by placing restrictions on the types of requests users can make. Telephony Services uses Btrieve for the database engine (the underlying software that controls the data) for the SDB.

The purpose of the SDB is to specify the following:

Who is authorized to use Telephony Services

Which devices authorized users can access

The types of telephony requests authorized users can perform on those devices

See Chapter 4: Using the TSA32 to Administer the Security Database which discusses the Telephony Services Administrator for 32-bit platforms (TSA32).

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If You Elect Not To Install the Telephony ServicesSecurity Database

Installing the Security Database is optional with CentreVu Computer Telephony Release 9.1 through 11.1 (Avaya Computer Telephony post 11.1). If you elect not to install the Telephony Services Security database, you can not carry out any of the administrative tasks described in Chapters 2 through 6 of this document.

How the Security Database Option Differsfrom Prior Releases

With previous versions of Avaya Computer Telephony or CentreVu CT, the Telephony Services server (Tserver) required all users to install and administer the Security Database. When you installed the Tserver you had to install the SDB and you had to administer your clients in the Security Database via Telephony Services Administration (TSA). When a client application made a call control request (such as “cstaMakeCall”) the Tserver would check for Windows NT, Windows 2000 or Windows XP attributes and SDB attributes. If, for example, NT attributes were present and SDB attributes were absent, the Tserver would prevent the “cstaMakeCall” request from being processed.

Enabling and Disabling the SDB

If you elect to install the SDB, it is enabled by default. The Telephony Services configuration (Tsconfig) tool provides you with a means of either enabling or disabling the SDB.

Procedure for Disabling the SDB

Use the following procedure to disable the SDB.

1. Locate the Tsconfig.exe file (Program Files\Avaya\CT\tsrv\Program\Tsconfig.exe).

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2. Double-click Tsconfig.exe.

The system displays the Telephony Services Configurator dialog box, which prompts you for a password.

3. Type tsp33k and click OK.

The system displays the Telephony Services Configurator dialog box.

4. Click the SDB tab.

5. Under SDB Settings click the checkbox for Enable SDB to disable the SDB. (This step clears the Enable SDB checkbox).

Use must always usetsp33k as the password

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6. Restart the Tserver.

This completes the procedure to disable the SDB.

Procedure for Enabling the SDB

If you elected to install the SDB, and you subsequently disabled it, use the following procedure to enable the SDB

7. Follow Steps 1 through 4 of the ‘‘Procedure for Disabling the SDB’’ on page -26.

8. Click the SDB tab to see the SDB settings.

9. Click the checkbox next to “Enable” to enable the SDB. (This step places a checkmark in the Enable SDB checkbox).

10. Restart the Tserver.

This completes the procedure to enable the SDB.

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Security Database ObjectsAll the information that Telephony Services needs to route messages and control access to the telephony network is stored in the SDB in the form of objects. The object types are Tlink, Tlink Group, Device, Device Group, Worktop, User, and Admin Access Group.

Each object has a set of attributes that describe the object. For example, the Worktop object represents a user’s desktop.

The following diagram shows how the basic objects relate to your Telephony Services installation. Users (not shown) are the people who sit at the Worktops.

Figure 2-1: Basics Objects in a Telephony Services Installation

The following sections describe the object types and give examples of how you can set up your administration to best match the needs of your organization. Chapter 3: Controlling User Access to Telephony Servers discusses controlling access to Telephony Services. Detailed instructions on entering the data can be found in Chapter 4: Using the TSA32 to Administer the Security Database.

Tserver

PBXDriver

Telephony Server

LAN

Client WorkstationTelephone

WORKTOP

DEVICE

TLINK

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The User Object

A user is a person who logs in and runs a Telephony Services application. This user has assigned permissions that control what the user is allowed to do. (Permissions are discussed in detail in Chapter 3: Controlling User Access to Telephony Servers.) A worktop is usually associated with each user to indicate that the user is authorized to control the devices on their desktop. Typically, there is one worktop for each Telephony Services user. You can, however, associate more than one user with a worktop. For example, if you have a call center that has three shifts and operates 24 hours a day, you can associate three different users with the same worktop. Each user would have an individual login, and the characteristics of the worktop remain the same.

You must create a user object for each person who will use Telephony Services applications.

The following paragraphs discuss user attributes.

Login

The login is the same as a user’s Windows NT, Windows 2000 or Windows XP, username. The login must exist in both the SDB and the Windows NT, Windows 2000 or Windows XP user database.

In support of Active Directory Services this login name can be represented in either of two ways, for example; Jsmith or the Windows 2000 fully qualified name [email protected]. The Windows 2000 fully qualified name must not exceed 48 bytes.

Note:Note: Avaya Computer Telephony supports user authentication using Active

Directory Services, but is not Active Directory enabled, and so it is not dependent on Active Directory for storing critical information about user authorizations.

Name

This is an optional text field that identifies the user.

Worktop Name

The Worktop Name attribute specifies the user’s worktop. A user can always control and monitor all the devices associated with this worktop, regardless of which worktop he/she is currently using.

● A worktop may be assigned to more than one user.

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● A user does not need to have a worktop. However, a user with no worktop will require Access Rights permissions in order to access Telephony Services.

Unrestricted Access Rights

This checkbox, if enabled, will allow the user unrestricted access right attributes for each class of service.

Access Rights

This collection of attributes allows you to customize permissions for each user. See Chapter 3: Controlling User Access to Telephony Servers for more details. The collection includes:

● Call Control Services

● Monitoring Services

- Device/Device monitoring

- Call/Device monitoring

- Call/Call monitoring

● Routing Services

Call/device monitoring, call/call monitoring, and routing permissions may only be granted through administered Access Rights options.

Administration Privileges

This collection of attributes contains a user’s administration privileges. You can specify whether each user is a member of an Admin Access Group and whether each user is allowed to administer Admin Access Groups.

The default value for these user attributes provides no administration privileges. In order to provide privileges, you assign users to an Admin Access Group. The values for the user attributes come from the following fields:

● Administration Access Group: This field is the group of administration modules that the user is allowed to access.

● Allow User to Administer Admin Access Groups: This field indicates whether the user can edit the Admin Access Group information.

For details about these attributes, see Chapter 4: Using the TSA32 to Administer the Security Database .

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The Worktop Object

The worktop object represents a user’s desktop equipped with a client workstation, a telephone (known as the worktop’s Primary Device), and any number of additional telephony devices (such as fax machines or modems). These additional devices are specified through the worktop’s Secondary Device List. The telephone extension is the Primary Device ID attribute in the Worktop object. Other Worktop attributes include an IPX/SPX and/or TCP/IP network address.

The following paragraphs discuss worktop attributes.

Worktop Name

The worktop name uniquely identifies a worktop. You can name a worktop by its function or by the person who normally uses the worktop. For example, you could name the worktop “Joe’s Worktop” or “help desk 1."

Primary Device ID

The primary device ID is the PBX extension of the telephone on the worktop.

Secondary Device Group

This is a group of devices (in addition to the primary device) that are associated with the worktop or are shared among several worktops, such as fax machines. Users assigned to this worktop have permission to control and monitor all devices in this group.

LAN Addresses - IP Address

The network address is the unique identifier of a workstation on the LAN. TCP/IP and IPX/SPX addressing information can be entered in the database. (This release supports only TCP/IP connectivity, although IPX/SPX addresses may be entered in the SDB.)

If you do not want to manually administer the network address for each worktop, you can take advantage of the Automatic Administration of LAN Addresses. For more details, refer to the section titled Administration of System-wide Features in Chapter 4 (for TSA32 information).

Note:Note: LAN address information is used only when the “Extended Worktop Access”

feature is enabled. For more information about this feature, see Chapter 3: Controlling User Access to Telephony Servers.

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The Device Object

The Device object contains information about a telephony device. Most commonly, a device is a telephone, but devices may also include fax machines, modems, hunt group extensions, or any other device that your PBX controls.

The following paragraphs discuss device attributes.

Device ID

This attribute contains the ID for a device as it is known to your PBX. For example, on most PBX’s a telephone uses a 2 to 7 digit number to identify each telephone, modem or other telephony device. (This is not the full 7 or 10 digit number used by the public network.)

Location

This is an optional field to identify where the device is located.

Device Type

This is an optional field to identify the type of device represented by the object. It is meant to make device identification easier. Valid device types are “PHONE,” “FAX,” “MODEM,” and “ACD.” The default value is “PHONE.”

Tlink Group

This is the list of Tlinks from which users are allowed to access the device. The default value is “Any Tlink.” See the section The Tlink and Tlink Group Objects in this chapter for more details.

The Device Group Object

A device group object contains the name of the group and the devices that make up the group. A device group might be a group of devices:

● in a call center or help desk operation,

● for which an application provides call routing,

● for which an application tracks incoming call statistics, or

● controlled by a user such as a fax or modem.

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Device groups may be assigned to either a user or a worktop. You assign a device group to a user when you want to provide the user with permissions for controlling specific devices as well as assign the type of control that the user can exert. This type of control is called Access Rights.

Device groups are used in the worktop object to indicate resources that are shared among the worktop objects that contain the device group.

The attributes for a device group are the devices in the group and whether the device group is an exception group. Devices added to the group are selected from the administered devices for the Tserver.

If the group is designated as an exception group, the Tserver treats the entire group as if it contained every device except for those devices in the device group.

The Tlink and Tlink Group Objects

A Tlink is the name of a service provided by a Tserver. Client applications must connect to the specific service that provides the required functionality. The most common types of telephony services are:

A Tlink name is made up of four components separated by pound signs, and uses the following format:

VENDOR#DRIVER#SERVICETYPE#SERVERNAME

When a PBX driver is loaded, it registers with the Tserver, telling the Tserver what type of services it provides. These are usually CSTA services. Other software modules on the server, such as Telephony Services Administration, also register with the Tserver. These are OAM type services.

Tlink Groups

A Tlink group is a collection of CSTA Tlinks. You can use Tlink Group objects to restrict PBX access.

When you associate a device with a Tlink Group, a user can only issue call control requests for that device on a connection set up on a Tlink in the Tlink Group.

Table 2-1: Telephony Services Types

SERVICE TYPE DESCRIPTION

CSTA TSAPI services (for Telephony control and monitoring over CSTA links)

OAM Tserver and PBX driver administration

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If you have no such needs, you can assign the default Tlink Group, “Any Tlink,” to all devices as you add them to your Security Database and skip the rest of this section. Continue with the section titled Object Administration.

How Tlinks and Tlink Groups are Used

When a PBX driver is loaded, it tells the Tserver which Tlinks it supports. The Tserver in turn advertises these Tlinks on the network. When a user starts up an application at a client workstation, the application specifies which Tlink it should use. It may present a list of Tlinks to the user and prompt the user for a choice, or it may get the correct Tlink from an initialization file. The application then includes this Tlink in the request to establish a connection.

When the Tserver receives the establish connection request, it saves the Tlink name. Future application requests to control devices using this Tlink are checked by the Tserver. If the device can be accessed by this Tlink, the request goes through. If not, the request is rejected.

If you need the type of checking just described, you need to create groups of Tlinks. Each group is called a Tlink Group. You then associate a particular Tlink Group with each device, thus limiting access to the device to the Tlinks that are in that group. The following sections contain examples of how Tlink Groups are used.

Associating a Device with a Particular PBX

The most common use of Tlink Groups is to associate devices with a particular PBX. In this example, a single telephony server handles devices on two different PBXs. Since devices are connected to a specific PBX, you would create two Tlink Groups: “PBX1” and “PBX2.” The “PBX1” Tlink Group would contain the Tlink labeled “PBX_VNDR#CSTA1#CSTA#ALPHA” in Figure 2-1. Similarly, the “PBX2” Tlink Group would contain the Tlink labeled “PBX_VNDR#CSTA2#CSTA#ALPHA.”

You can assign the appropriate Tlink Group to each device. This has two advantages:

● You know by looking at the device object which PBX the device is connected to.

● If a user inadvertently selects the wrong Tlink when opening a connection, the Tserver returns an error immediately indicating that the Tlink cannot control the device. If this control were not in place, the request would be forwarded all the way to the PBX before the error could be detected.

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Figure 2-2: Associating a Device with a Particular PBX

Figure 2-3: Administration for Associating a Device with a Particular PBX

PBX 1

CTI LINK 1

PBX 2

PBXDriver

PBX_VNDR#CSTA1#CSTA#ALPHAPBX_VNDR#CSTA2#CSTA#ALPHA

Tserver

CTI LINK 2

CTI LINK 3

Telephony Server

PBX_VNDR#CSTA2#CSTA#ALPHA

PBX_VNDR#CSTA1#CSTA#ALPHA

PBX 2

PBX 1

TLINK GROUP NAME TLINK

TLINK GROUP OBJECTS

DEVICE OBJECTS:

620

621

711

635

710

740

DEVICE ID TLINK GROUP NAME

.

.

.

.

PBX1

PBX1

PBX1

PBX1

PBX2

PBX2

PBX2

PBX2

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Load Balancing

You can use Tlink groups to provide load balancing in a single telephony server/single PBX environment. In this example, a company has a telephony server with three CTI links. Two of these links are used by a call center; the third is used by the remaining employees. The goal of this arrangement is to guarantee that the remaining employees are able to use Telephony Services, even if the call center is heavily loaded.

The administrator in this case has set up two Tlink Groups:

The first Tlink Group, “ACD Tlink Group” contains the Tlink labeled “PBX_VNDR#ACD_CSTA#CSTA#ALPHA.”

The second Tlink Group, “Other Tlink Group” contains the Tlink labeled “PBX_VNDR#OTHER #CSTA#ALPHA.”

The PBX driver distributes requests across the two links and determines how the load is balanced.

The ACD group uses telephones with extensions ranging from 620 to 635. The telephone extensions of the remaining employees range from 710 to 740.

Figure 2-4: Associating a Device with a Particular CTI Link

PBX

CTI L INK

PBXDriver

PBX_V NDR# OTHER# CSTA#ALPHAPBX_VND R#ACD_CSTA#CSTA#A LPHA

Tserver

Tel ephony Server

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Figure 2-5: Administration for Associating a Device with a Particular CTI Link

Object Administration

The Security Database (SDB) checks the validity of data as it is administered. The table below describes the checks that are performed by the SDB. For example, when you add a User object, you assign a worktop to the user. The worktop name you supply in the User object must be the name of an existing worktop object.

PBX_VNDR#OTHER#CSTA#ALPHA

PBX_VNDR#ACD_CSTA#CSTA#ALPHA

Other Tlink Group

ACD Tlink Group

TLINK GROUP NAME TLINK

TLINK GROUP OBJECTS

DEVICE OBJECTS:

620

621

711

635

710

740

DEVICE ID TLINK GROUP NAME

.

.

.

.

ACD Tlink Group

ACD Tlink Group

ACD Tlink Group

ACD Tlink Group

Other Tlink Group

Other Tlink Group

Other Tlink Group

Other Tlink Group

Table 2-2: Object Administration

TO ADD THIS ATTRIBUTE:

TO THIS OBJECT TYPE:

YOU MUST SPECIFY AN EXISTING

Device-device Group User Worktop Name

Call-device Group User Device Group Name

Call Control Group User Device Group Name

Routing Group User Device Group Name

Admin Access Group User Admin Access Group Name

Device ID Worktop Device ID

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If you are adding many new objects to the SDB, you may want to group the objects by object type and add them in the following order:

● Tlinks: You may administer these links manually, or load Telephony Services on your server. As each PBX driver is loaded, the Tserver automatically administers all of its Tlinks.

● Tlink Groups: Add any Tlink groups you may need. A default Tlink Group “Any Tlink” is added to the SDB for you.

● Devices: Add device objects for all the telephones, fax machines and modems that are to be controlled by Telephony Services. You can leave the Tlink Group set to the default (“Any Tlink”) if you are not using Tlink Groups.

● Device Groups: You can make up device groups using the device objects you entered in the previous step.

● Worktops: You can add worktops with primary devices and Secondary Device Groups entered in the previous two steps. You can leave the Secondary Device Group field blank.

● Users: You can add users and assign worktops entered in the previous step to them. You can set up user permissions by assigning device groups created earlier.

Underlying Database SupportA Security Database module within Telephony Services manipulates the objects that make up the Security Database (SDB). This module acts as an interface between Telephony Services and the underlying Btrieve database engine, which is a product of Persuasive Software, Inc. The database engine is installed separately from Telephony Services. (The installation may be done automatically, using the master installer program. For details, refer to Avaya Computer Telephony 1.3, Installation (INSTALL.PDF.)

Secondary Device Group

Device Group Device Group Name

Tlink Group Device Tlink Group Name

Device ID Device Group Device ID

Tlink Tlink Group Tlink Name

Tlink Admin Group Tlink Name

Table 2-2: Object Administration

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The Security Database module retrieves object and attribute information from a data dictionary (called DICTNRY.SDB), which resides in the \TSRV\SDB directory. The module uses this information to create and manage the SDB files that reside in the \TSRV\SDB\R2SDB directory. Because of the close relationship between the files and the data dictionary, each file is stamped with the version of the data dictionary that was used to create the file. When Telephony Services is loaded, the database module checks that the version of each file matches the version of the data dictionary. If there is a mismatch, the database module enters and “INCONSISTENT” state, and no database processing can be performed. If you should encounter this problem, examine the error log (refer to Chapter 11).

Using TSA32 to Administer Your SDB

The SDB is modified using the Telephony Services Administration program. This application is client-based. See Chapter 4: Using the TSA32 to Administer the Security Database for detailed information on the TSA32 application. See Chapter 3: Controlling User Access to Telephony Servers for information on how to control user access to the SDB.

Bulk Administration

The Bulk Administration feature lets you perform the following functions:

● Initialize your SDB from an existing database

● Administrate your SDB automatically

● Backup your SDB (you can also backup the SDB files using standard backup procedures)

● Print your SDB

For detailed instructions for using the Bulk Administration feature, see Chapter 6: TCP/IP Configuration.

SDB Upgrades

Upgrades to Telephony Services may include a new version of the data dictionary. If this is the case, the installation procedure copies the new data dictionary into the \TSRV\SDB directory. When Telephony Services is started, the SDB module compares the version of the DICTNRY.SDB file with a reference copy of the SDB dictionary, DICTNRY.OLD. When the module examines the .dta files in the \TSRV\SDB\R2SDB directory, it finds that their version matches the DICTNRY.OLD version and concludes that an upgrade is required. It automatically converts the .dta files to the format in the new DICTNRY.SDB file. A copy of

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the original .dta files is kept in a separate backup directory created in the \TSRV\SDB directory.

The upgrade process is automatic. Most likely, you will be unaware that an upgrade has occurred. In the unlikely event that the upgrade is not successful, refer to Chapter 10: The Cserver for recovery instructions.

Version Information

Version information can be obtained from the “Components” tab (from the Tserver Properties menu) in TSA32. Refer to the Version Information section of Chapter 8: The Tserver for more details.

SDB Logging

You can keep a log of all the changes made to your Security Database. When you enable this feature, all successful updates that are made are saved in a file, sdblogyyyymmdd.txt (where yyyymmdd stands for the year, month and day), in the \Program files\Avaya\CT\tsrv\logfiles directory on the telephony server where the changes were made. This file is a comma-separated, ASCII file and may be viewed with a standard spreadsheet.

Changes are logged as they are made. The file grows until it reaches the allowed maximum size. At this point, it starts at the beginning of the file, overwriting data that was there previously. If you make many changes during the day, you may want to expand the size of the file.

Line Format

Each line in the sdblogyyyymmdd.txt file contains the following fields:

● Time: The date and time that the change was made.

● Application: The application that made the change. If you used the TSA32, this field contains “TSA32.” If you used Bulk Administration, the field contains “Bulk add.”

● Login: The login of the user making the change. If you used Bulk Administration to initiate an update of the SDB, the word “console” appears in this field.

● Opcode: The type of change made to the SDB. The possible values are:

- ADDA new object was added to the SDB

- MODIFYThe attributes of an existing object were modified

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- DELETEAn existing object was deleted from the SDB

- ADD MEMBERA member was added to a group. You would see this opcode if you added a device to a device group or a Tlink to a Tlink or admin access group.

- DELETE MEMBERA member was deleted from a group. You would see this opcode if you deleted a device from a device group or a Tlink from a Tlink or admin access group.

● Object Type: The type of object that was added/modified/deleted. The valid object names are User, Worktop, Device, Device Group, Tlink, Tlink Group, and Admin Access Group.

● Attribute: The name of the attribute in the object that was modified. For example, if the name of a user object was modified, this field would read “name.”

● Original Attribute Value: The current value of the attribute you are modifying or deleting. If you are adding a new object or a new member to an existing group, this column is empty.

● New Attribute Value: The new value of the attribute.

Sample File

The following is a sample sdblogyyyymmdd.txt file. The file contains a header indicating when the file was created. The file also contains the text “Last SDB Log Record” after the last addition to the log. If your file has wrapped around, look for this text to indicate where the latest information ends. (You should also notice that the entries after this text have an earlier timestamp.)

Figure 2-6: Sample Telephony Services SDB Log File

TELEPHONY SERVICES SDB LOG

File Created at: 10-15-99 4:42:01pm

TIME APPLICATION LOGIN OPCODE OBJECTTYPE

KEY ATTRIBUTE ORGATTRIBUTEVALUE

NEWATTRIBUTEVALUE

10-15-994:43:08pm

TSA32 ADMINISTRATOR ADD DEVICE DeviceID

Tlink groupDevice TypeLocation

Any TlinkPHONENYC

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File Wrap-around

If the file reaches its maximum size, any data beyond the last valid log entry is erased. A new header is then placed at the beginning of the file. This header contains the date and time the file wrapped around. The example below shows the new header after the file has wrapped around.

10-15-994:44:18pm

TSA32 ADMINISTRATOR ADD WORKTOP Worktop Name

Primary DeviceIPX AddressIP AddressIP NameSecondary Device Grp

Help desk 1

4401

10-15-994:45:33pm

TSA32 ADMINISTRATOR MODIFY USER Login

Name Joe Smith

joe

joe smythe

Last SDB Log Record

TELEPHONY SERVICES SDB LOG

File Created at: 10-15-99 5:22:01pm

TIME APPLICATION LOGIN OPCODE OBJECTTYPE

KEY ATTRIBUTE ORGATTRIBUTEVALUE

NEWATTRIBUTEVALUE

10-15-995:23:06pm

TSA32 ADMINISTRATOR ADD USER Login

NameWorktop NameCall-Dev Monitor GrpCall MonitoringCall Control GroupOAM GroupSuper Admin User

TDL

t lacWKTP 30DLIST 1TRUEDLIST 5ADMIN GROUP 4FALSE

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Chapter 3: Controlling User Access to Telephony Servers

This chapter describes how to grant users additional permissions by assigning Access Rights options to the user object. It also describes the "Extended Worktop Access" feature, allowing user permissions to be assigned based on the worktop where a user is running an application (users can log in from any worktop and control the devices on that worktop).

The following topics are discussed in this chapter:

● About Granting Additional Permissions on page 45

● Terminology on page 46

● Granting User Permissions on page 47

● Sample Configurations on page 53

About GrantingAdditional Permissions

Typically, users receive permissions to access Telephony Services from their assigned worktop. These default permissions allow every Telephony Services user to control and monitor the devices associated with their own worktop, but not any other devices.

If each of your users has an assigned desk and does not use any other desks, you can use the default settings and ignore the rest of this chapter.

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Terminology● Call Control permissions

Call control permissions for a device allow a user to run an application that originates calls from that device, transfers or conferences calls at that device, etc.

● Device

A device can be anything that can originate or terminate a telephone call. Examples are telephones, fax machines, modems, trunks, trunk groups, and incoming call groups. In examples given in this document, a device is a telephone.

● Monitor

A monitor placed on a device or a call causes reports of changes in the status of the device or call to be sent to the client requesting the monitor. If your application places a device monitor on your phone, your application is notified of any change in your phone’s status (e.g., an incoming call has been received, a call ended, etc.). Many applications rely on monitors to provide this type of information.

● Worktop

A worktop represents a desktop equipped with a client workstation, a telephone (known as the worktop’s Primary Device), and any number of additional telephony devices (such as a fax machine or modem). These additional devices are specified through the worktop’s Secondary Device Group. Users can always control and monitor all the devices associated with their worktop.

When a user logs in from a worktop other than their assigned worktop, that user can also control and monitor devices on that other worktop (provided the "Extended Worktop Access" option is enabled and the other worktop is administered in the Security Database). The worktop object must include the LAN address of the worktop.

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Granting User PermissionsThere are three ways in which a user may be granted permissions:

● The user may be assigned a worktop in the Security Database. This gives the user call control and device/device monitoring permissions for any of the devices associated with that worktop.

● The user may have Access Rights options administered in the Security Database. This provides permission to access specific devices for each of the following types of requests:

- Call control

- Device/Device monitoring

- Call/Device monitoring

- Call/Call monitoring

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- Routing

Call/device monitoring, call/call monitoring, and routing permissions may only be granted through administered Access Rights options.

If the "Unrestricted Access Rights" box is checked, this user is granted unrestricted access rights to all Class of Service types. When unchecked, this user is not granted unrestricted access rights to all Class of Service types.

If a user is granted Unrestricted Access Rights to all Class of Service types, the Access Rights tab will be displayed as follows:

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"Unrestricted Access" will appear in the four drop-down menus and the Call/Call box will be checked. These items will be disabled (grayed) prohibiting their selection.

Note:Note: Be aware that if an application login to TSERVER has the "Unrestricted

Access Rights" enabled, it may impact the security of the entire system. For example, some voice recording applications can record conversations on any of the devices on the PBX if it logs in as a user with "Unrestricted Access Rights".

● The system may be administered to allow users to access any of the devices associated with the client workstations wherever they are working. This type of access is controlled through the "Extended Worktop Access" option. When this feature is enabled, the Telephony Server checks the Security Database for a worktop with the same LAN address as the workstation where the user is working. If a match is found, then the user is given call control and device/device monitoring permissions for any of the devices associated with that worktop.

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Changes to User Permissions

If you make changes to a user’s permissions, the user must close any active applications and restart them before the changes take effect. This is because user permission information is saved in memory when the user’s application first opens a connection to the Tserver. Any subsequent changes to the SDB are not reflected in the saved information.

Extending User Access to Other Worktops

Users can always control all the devices on their worktop and in their own call control Access Rights device group. "Extended Worktop Access" is a system-wide administration field that affects all users. If this field is enabled, a user can log in from any worktop and control the devices on that worktop.

Note:Note: LAN address information is used when the "Extended Worktop Access"

feature is enabled, so that the Telephony Server can determine from which worktop the user is logged in and which devices are associated with that worktop.

If the "Extended Worktop Access" option is disabled, then a user can control only the following devices:

● The primary device on their worktop

● Any device in the secondary device group associated with the user’s worktop

● Any device in the call control Access Rights group in his/her user object

If a user logs in from another worktop while this option is disabled, he/she cannot control the devices on that worktop. The user can still control the devices on his/her own worktop and the devices in their call control Access Rights.

If most users should be restricted to the devices associated with their assigned worktop but some specific users must control other devices, you can still disable the "Extended Worktop Access" feature. For those users who need additional access you can employ the user level Access Rights permissions structure described below. Even with the "Extended Worktop Access" system option disabled, these users will be able to control the necessary devices.

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Access Rights Options

Applications that use Telephony Services vary widely from simple directory functions to call routing centers. Depending on the application you want to run, you may need to administer different types or levels of permission. Access Rights permissions can be categorized as follows: call control services, device/device monitors, call/device monitors, call/call monitors, and routing services.

Table 3-1: Device Group Administration

Device Group Name

Device IDs

HELP DESK 750, 751, 752

Table 3-2: User Administration

Login Worktop Call Control

Device/Device Monitor

Call/Device Monitor

Edward ACD SUPV HELP DESK HELP DESK

Michael Michael’s worktop

Sue Sue’s worktop

Tom Tom’s worktop

Table 3-3: Worktop Administration

Worktop Name Primary Device ID

Michael’s worktop

750

Sue’s worktop 751

Tom’s worktop 752

ACD SUPV 760

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Call Control

A user’s call control Access Rights specifies the devices that a user can control. Basically, call control permissions include any operation that the user could perform manually, using their telephone. The application can originate calls, activate features such as call forwarding and so on, for this set of devices.

Device/Device Monitoring

An application places a device monitor on a specific device so it can receive an event report any time an event occurs at that device. For example, if the device receives an incoming call or originates an outgoing call, the application receives an event report. Device monitors are the most commonly used monitor. By default, all users have this permission for the devices associated with their worktop.

Call/Device Monitoring

Call/device monitors are placed to track events for a call once it reaches the device being monitored. Unlike device/device monitors, events for a call continue to be received even after the call leaves the device. A common usage of this monitor is to place it on the extension that incoming calls to a call center reach before being distributed to an agent. Once the call reaches this first extension, all further events (such as transfers to queues and disconnects) are sent to the application that requested the monitor.

This type of monitor is commonly used by applications that track the efficiency of a call center operation. Supervisors may use this type of application to decide how to best allocate inbound call agents. In the Help Desk example, only users who are supervisors need this level of permission; individual agents who receive the calls do not.

Call/Call Monitoring

Call/call monitors work differently from the device and call/device monitors previously mentioned. Those monitors are based on a device ID. Call control monitors are tracked based on a call ID (a unique identifier of the call being handled by the PBX). Users either have or do not have this permission; you do not need to create a device group for these Access Rights.

Routing

When a routing application is started, it sends route registration requests to the PBX, each containing a device ID. This instructs the PBX to send all incoming calls to these devices to the Tserver (and then on to the application) for routing. The PBX does not route these calls.

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Before the route registration request is passed to the PBX, the Tserver checks that the user (in this case, the routing application) has permission to route calls for this device. The Device Group in the Routing Access Rights of the user object must contain the device IDs of all the devices the application can route. If the user is allowed to route calls for all devices, you can use the default device group, "Any Device." If you do not enter anything in the routing attribute, all routing requests are rejected by the Tserver.

Note that the user in this case does not need to be a real person. It can be an application that logs into Telephony Services with its own login and password.

Sample ConfigurationsThis section describes operations at a fictional organization, the ACME company. It is a mail order company that sells seeds and garden equipment. Each of the following sections explores part of the operation and describes the administration required to implement it.

The ACME corporation has disabled the "Extended Worktop Access" feature. This limits each user to their own worktop, but as you will see, some users are given permission to monitor other devices or control calls at those devices. This is accomplished by creating device groups for these devices and associating those groups with each user.

Note:Note: The type of permissions you need to give each user depends on the

applications that the user is running. Before you assign permissions, check your applications to see what permissions they require to work properly.

Users Only Control Devices on Their Own Worktops

The ACME corporation has two inbound call groups: one group handles calls for the seed catalog and the second group handles calls for the tools catalog. Members of each group have their own desks and do not run Telephony Services applications from any desk other than their own.

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The basic permissions granted to a user are enough for these users, even with the "Extended Worktop Access" option disabled.

Manager/Assistant Configuration

ACME has a president, two vice presidents, and a single assistant who handles all incoming calls to the executives (the president and vice presidents). The president and vice presidents handle only their own phones.

Since the president and vice presidents use only the phones at their desks, you do not need to grant additional access to these users. However, in order for their assistant to be able to control and monitor their phones, you must create a device group containing the device IDs of their telephones and assign this group to the assistant.

Table 3-4: Basic Permissions — Worktop Administration

Worktop Name Device ID Secondary Device Group

Tools1 7701

Tools2 7702

Tools3 7703

Seeds1 7711

Seeds2 7712

Table 3-5: Basic Permissions — User Administration

Login Worktop Call Control

Device Monitoring

Call/Device Monitoring

Routing

Michael Tools1

Sally Tools2

Juan Seeds1

Marie Seeds 2

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The following tables summarize the types of administration you can set up.

You can get the same results as the above example by assigning the EXEC LIST to the secondary device group on the assistant’s worktop:

Table 3-6: Manager/Assistant — Device Group Administration

Device Group Name

Device IDs

EXEC LIST 7911, 7912, 7913

Table 3-7: Manager/Assistant — Worktop Administration

Worktop Name Device ID Secondary Device Group

PRESIDENT WKTP 7911

VP WKTP1 7912

VP WKTP2 7913

ASSISTANT WKTP 7914

Table 3-8: Manager/Assistant — User Administration

Login Worktop Call Control

Device Monitoring

Call/Device Monitoring

Routing

President PRESIDENT WKTP

VP1 VP WKTP1

VP2 VP WKTP2

Exec Assistant

ASSISTANT WKTP

EXEC LIST

EXEC LIST

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Call Monitoring Application

The inbound call agents are monitored by their supervisor, Martha. Martha has one application that collects call handling statistics and a second application that lets her join a call in progress at an agent’s desk. To run these applications, Martha must be given call control privileges and device/device monitor, call/device monitor and call/call monitor privileges on the phones used by the agents. A device group containing the device IDs of the agents is created and entered in Martha’s user object.

These permissions might also be required by applications that bill based on telephone usage.

Table 3-9: Manager/Assistant — Assistant Worktop Administration

Worktop Name Device ID Secondary Device Group

ASSISTANT WKTP

7914 EXEC LIST

Table 3-10: Manager/Assistant — User Administration

Login Worktop Call Control

Device Monitoring

Call/Device Monitoring

Routing

Exec Assistant

ASSISTANT WKTP

Table 3-11: Call Monitoring — Device Group Administration

Device Group Name Device IDs

ACD AGENTS 7701,7702,7711,7712

Table 3-12: Call Monitoring — User Administration

Login Worktop Call Control Device Monitoring

Call/Device Monitoring

Call/Call Monitoring

Martha ACD SUPV

ACD AGENTS

ACD AGENTS

ACD AGENTS

Enabled

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Portion of User Community Shares Worktops

Two regular employees, Tom and Lalitha, normally sit at their own desks to perform their job, but may occasionally act as an in-bound call agent when a regular agent is out sick or on vacation. ACME handles this situation by creating a device group, ACD Substitutes, and assigning it to the worktops used by Tom and Lalitha.

As an alternative, you could allow Michael, Sally, Juan, and Marie (the inbound call agents) to switch desks by assigning the ACD Substitutes list to the secondary device group on each worktop or by assigning the list to the Call Control and Device groups in each user object.

Table 3-13: Shared Worktop — Device Group Administration

Device Group Object

Device IDs

ACD Substitutes 7701,7702,7711,7712

Table 3-14: Shared Worktop — Worktop Administration

Worktop Name Device ID Secondary Device Group

WKTP1 7801 ACD Substitutes

WKTP2 7802 ACD Substitutes

Table 3-15: Shared Worktop — User Administration

Login Worktop Call Control

Device Monitoring

Call/Device Monitoring

Routing

Tom WKTP1

Lalitha WKTP2

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ACME also shares a worktop in its shipping department where Louise, Frank, and Susan work. There is only one worktop in this department and all three share it.

Prompted Digits

ACME has a telephony-enabled application that can "pop-up" information about a customer using the customer’s account number. Customers call a vector directory number (VDN), where a recorded announcement prompts them to enter their account number on their touch tone phone. The call is then directed to a customer service representative. By monitoring the VDN, ACME’s application is able to retrieve the collected digits and display the customer information at the customer service representative’s PC.

The extension associated with the VDN is 7800. The application must perform both device/device monitoring (on the customer service representative’s phone) and call/device monitoring (on the VDN). Therefore, the customer service representatives must be given call/device monitoring permissions. (Note: Because collected digits are not part of the CSTA model and can only be implemented using private data, your PBX driver may require a different configuration.)

Table 3-16: Shared Worktop — Secondary Device Worktop Administration

Worktop Name Device ID Secondary Device Group

Shipping 7810

Table 3-17: Shared Worktop — Secondary Device User Administration

Login Worktop Call Control

Device Monitoring

Call/Device Monitoring

Routing

Louise SHIPPING

Frank SHIPPING

Susan SHIPPING

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A device group, "CSR VDN," is created containing the VDN. This device group is then assigned to the customer service representatives in their Access Rights options.

Call Routing

ACME has a server application that routes all calls to the call center based on the number called, the availability of agents and other criteria. The extension of the incoming calls are 7700 (seeds) and 7710 (tools).

The user in this case is the routing application — not a person. The routing application logs in to Telephony Services just as a person would and has the same types of privileges. When the routing application begins, it sends a routing registration request to the PBX, requesting that incoming calls to extensions 7700 and 7710 be directed to it (the routing application). When the routing application determines which agent should get the call, it tells the PBX where to connect the call.

Table 3-18: Prompted Digits — Device Group Administration

Device Group Name Device IDs

CSR VDN 7800

Table 3-19: Prompted Digits — User Administration

Login Worktop Call Control

Dev/Device Monitoring

Call/Device Monitoring

Routing

Beth WKTPA CSR/VDN

Sally WKTPB CST/VDN

Dave WKTPC CST/VDN

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The routing application must be given routing permissions for devices 7700 and 7710. Notice that the user, RoutingAppl, has no associated worktop.

Table 3-20: Call Routing — Device Group Administration

Device Group Name

Device IDs

ACD ROUTE 7700,7710

Table 3-21: Call Routing — User Administration

Login Worktop Call Control

Dev/Device Monitoring

Call/Device Monitoring

Routing

Routing App ACD ROUTE

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Chapter 4: Using the TSA32 to Administer the Security Database

This chapter describes the basic operation of the 32-bit Telephony Services Administrator application (TSA32) and describes how you can add Telephony Services objects easily to the SDB using "Quick Add."

The following topics are discussed in this chapter:

● Telephony Services Administrator on page 62

● Using Quick Add on page 68

● Administration of System-wide Features on page 70

● Controlling SDB Administration Access on page 71

● Order for Administration of Telephony Objects on page 79

● SDB Logging on page 103

IntroductionFollowing the "Quick Add" section you will find instructions on how to administer system-wide features as well as instructions for controlling SDB administration access by administering Admin Access Group objects. If you do not require any additional access restrictions, these three sections describe all of the administration you need to do.

Note:Note: In order to properly administer your SDB, you should be familiar with the

SDB concepts covered in Telephony Objects and the Security Database.

The remaining sections of this chapter discuss the order to follow for administering Telephony objects, and the TSA32 procedures that administer the Tlink, Tlink Group, Device, Device Group, Worktop, and User objects. The last section describes how to log SDB transactions to a log file.

Additional procedures that enable maintenance and performance tuning are described in other chapters:

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● Bulk Administration describes administering the SDB in bulk (for automating certain aspects of SDB administration)

● TCP/IP Configuration describes connecting your telephony server and clients to the LAN

● User Authentication describes the process by which the Tserver determines if a user attempting to establish a connection has provided a valid login ID and password

● The Tserver describes Tserver status and maintenance functions

● Telephony Services Traffic Measurement describes Telephony Services traffic measurements

● The Cserver describes Cserver administration, status, and maintenance functions

● Troubleshooting describes how to enable troubleshooting functions

Reboot after Administrative Changes to a User’s Permissions

The administrative changes you make to a particular user’s permissions will not affect applications currently in use by that user. Users must end the application and restart it before changes take effect. This is because the Tserver stores much of the user’s information in its memory when it sets up a connection. This makes subsequent permissions checking much faster.

Telephony Services AdministratorThe Telephony Server Administrator (TSA32) client application that enables you to administer your Telephony Servers. Using the TSA32 menus, you can perform administration tasks and get on-line help. The TSA32 also allows you to have simultaneous connections to multiple Telephony Servers.

Immediately after installation, only the Administrator login can access and administer the Tserver.

Redisplay Screen to View Current Edits

Since two users can access the Tserver at the same time, one user can make changes that are not immediately visible to another user. If the second user attempts to edit the same information, an error appears. To view current edits, redisplay the screen (close the dialog box, then open it again).

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Starting the TSA32 Application

1. From the Start menu, select Programs, Avaya Computer Telephony, TS Win32 Client. The "Open Tserver" dialog box is displayed:

Figure 4-1: Open Tserver Dialog Box

2. From the "Tserver" drop-down list, select the Tserver you want to administer.

3. Fill in the "Login" and "Password" fields.

Immediately after installation, only the Administrator login ID is authorized to administer the Tserver.

If you are already logged in to the Windows NT, Windows 2000 or Windows XP machine for the selected Tserver, you will not be prompted to enter a password.

4. Click "OK" to access that Tserver, or "Cancel" to close the "Open Tserver" dialog box without logging in to a Tserver.

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Figure 4-2: SDB Window

TSA32 Features

When you first start the TSA32 application, the TSA32 main window is displayed. Once you have connected to a Tserver, the title bar displays the name of that Tserver. The main window includes a menu bar, a tool bar, and the SDB window. The SDB window is split into a tree view (on the left-hand side of the window) and an object view (on the right-hand side of the window). The SDB tree view displays several icons, each of which represents an SDB object type.

The SDB icon appears at the top of the tree view. The name of the Tserver you are connected to appears in the object view (below the tool bar).

The TSA32 Menu Bar

The TSA32 menu bar contains File, Admin(istration), View, Window, and Help menus.

● The "File" menu allows you open another Tserver connection, close the current Tserver connection, or exit the Telephony Services Administrator.

● The "Admin" menu allows you to create objects in the Security Database, to use "Quick Add" to create objects, or to invoke Bulk Administration commands. This menu also allows you to display object properties and to remove objects from SDB.

● The "View" menu allows you to change the presentation of information in the object view. There are four different formats: Large Icon View, Small Icon View, List View, and Detailed View. The "View" menu also gives you the option of displaying the tool bar and the status bar.

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● The "Window" menu allows you to add a new window, cascade, tile, or arrange icons. This menu also allows you to switch between different Tservers, if you have open connections to more than one Tserver.

● The "Help" menu provides access to on-line help and version information for the TSA32.

The TSA32 Tool Bar

The TSA32 tool bar gives you access to many of the menu items without having to work your way through all the menus or having to remember any keyboard accelerators. The tool bar provides "tool tips" whenever the cursor is over an icon on the tool bar (a small pop-up window appears, telling you the purpose of the icon).

Figure 4-3 presents a summary of the tool bar icons and the tool tip that is displayed for each icon. For details of the operations described, see the appropriate section in this chapter.

Figure 4-3: The TSA32 Tool Bar

The TSA32 SDB Window

The SDB window is divided into two parts: a tree view and an object view. The views are divided by a separator bar (the SDB tree view is to the left of the bar; the object view is to the right of the bar).

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SDB Tree View

The tree view items in the SDB window are fixed, and the icons appear in the following order: SDB, Users, Worktops, Devices, Device Groups, Tlinks, Tlink Groups, and Admin Access Groups. To view the administered objects for an object type, click on the icon for that object type. The information appears in the object view box, on the right-hand side of the window.

SDB Object View

The object view displays all of the administered objects for the type selected in the tree view, and can be displayed four different ways:

● Detailed View is the only view that includes the "List" title bar. It also includes more information than just the names of the objects and their corresponding icons. The "List" title bar consists of a set of columns with labels. For each object type, the number of columns and the labels on each column are different. (There is one row for each object, and many of the object’s attributes are displayed along with the object name.)

● List View lists items in multiple columns that fit the view vertically, and allows you to scroll horizontally through the list.

● Small Icon View lists items in as many columns as fit the view horizontally, and allows you to scroll vertically through the list.

● Large Icon View is similar to the Small Icon View in that the view is filled in horizontally until no full items fit. You can then scroll vertically to see the remainder of the items.

Tips for Using the TSA32

The TSA32 provides several methods for creating an object and for selecting an object in order to view or edit information for the object. The application also provides a number of ways for submitting changes. In addition, the TSA32 provides several quick methods for deleting objects from the database.

Creating Objects

The TSA32 provides three methods you can use to create objects:

● Select the appropriate "Create" option from the "Admin" menu.

● Click on a "Create" icon from the toolbar.

● Select an object type from the SDB tree view, then press the "Insert" key.

Selecting Objects

To select an object in order to view or edit information for the object, use one of the following methods:

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● Select the object type from the tree view, then double-click on the object name in the object view.

● Highlight an object name in the object view, then select the "Display Properties" button on the tool bar.

● Highlight an object name in the object view, then select "Properties" from the "Admin" menu.

● Select an object type from the SDB tree view, then select "Properties" from the "Admin" menu. When the "Display Object Properties" dialog box is displayed, enter the name of the object and click "OK" (or press the "Enter" key).

● Select an object type from the SDB tree view, then press "Ctrl/Enter" (hold down the "Ctrl" key while you press the "Enter" key). When the "Display Object Properties" dialog box is displayed, enter the name of the object and click "OK" (or press the "Enter" key).

Submitting New or Changed Object Information

If you are creating or changing information for an object, the TSA32 presents three options for submitting the information: the "OK" button, the "Cancel" button, and the "Apply" button.

"OK" and "Apply" provide equivalent functions: both will send the information you entered to the database. However, if you click "OK," the information is sent to the database and the dialog box is dismissed. If you click "Apply," the information is also sent to the database, but the dialog box is not dismissed. This can save time when you are creating multiple objects of the same type.

If you are creating information and you click "Apply," the fields on the dialog box are cleared after the information has been logged to the database. This allows you to continue to enter information for a number of objects consecutively. When you are done entering object information, click the "Cancel" button to dismiss the dialog. (If you click "OK" after the screen has been cleared, you will see an error message.)

If you are editing information and you click "Apply," the fields on the dialog box are not cleared after the information has been logged to the database. When you are done editing object information, you can click either "Cancel" or "OK." (If you click "OK" to accept changed information, you should not see any error messages.)

Deleting Objects

● Select the object(s) you want to delete, then press the "Delete" key.

● Select the object(s) you want to delete, then select "Remove Object" from the "Admin" menu.

● Select the object(s) you want to delete, then select the "Remove Object" button on the tool bar (represented by the large "X").

When you use any of these methods, the "Remove SDB Objects" dialog box is displayed, requesting confirmation for removing the object you selected. (The list of objects that will be deleted and a matching icon appear in the dialog box.)

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Figure 4-4: Remove SDB Objects Dialog Box

Click "OK" to remove the object. Click "Cancel" to close the dialog box.

Using Quick Add"Quick Add" enables you to create a user, a worktop and a device using one simple procedure. The Quick Add dialog box has two sections where you can enter data: "User Information" and "Device and Worktop Information."

The User Information section contains two attributes: Login and Name. The login is a mandatory field that shows the user’s login name. (You are not creating the login on the server here. You must use your specific Windows NT, or Windows XP platform User Manager to create the login. Windows 2000 users can be added via the Active Directory Service or Computer Management). The Name is the user’s name and is optional.

Note:Note: In order to access Telephony Services, users must have a Windows NT,

Windows 2000 or Windows XP account on the Telephony Server. The Windows login ID must be the same as the one administered in the Telephony Services Security Database.

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The Device and Worktop Information section contains three attributes: Tlink Group, Primary Device ID, and Worktop Name. The Tlink Group attribute is a drop-down list showing all administered Tlink groups. You can select the default Tlink group, "Any Tlink" if you do not want to restrict the user’s device to a particular Tlink group. See the section titled The Tlink and Tlink Group Objects in Chapter 2 for more details. Primary Device ID identifies the primary device at the user’s worktop. Typically, this is the extension of the telephone on the worktop. Worktop Name is the name of the user’s worktop. You can use any naming convention you want, but each worktop must have a different name.

1. From the "Admin" menu, select "Quick Add." The "Quick Add" dialog box is displayed:

Figure 4-5: Quick Add Dialog Box

2. Enter the user information and the device and worktop information.

3. Click "Apply" to save the information in the Security Database.

The status line at the top of the screen indicates the progress of the Quick Add command by displaying the following messages:

Processing Data (The TSA32 is validating input data)Processing Device (The TSA32 is adding a device object to your SDB)Processing Worktop (The TSA32 is adding the worktop object to your SDB)Processing User (The TSA32 is adding the user object to your SDB)Command Successfully Completed (The TSA32 has added all the necessary objects for this user)

When the system redisplays "Enter New Data," you may enter new information for the next user. If the system cannot process the data, it displays an error message indicating the problem it encountered. These errors are explained in the section titled Error Codes in Chapter 11."

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4. Click "Close" to close the "Quick Add" dialog box.

Administration of System-wide Features

The "Tserver Options" dialog box is used to administer system-wide parameters. These parameters include the following:

● Extended Worktop Access: If you check this box, users who log in from a worktop other than their assigned worktop will be able to monitor and control the devices associated with that worktop, as well as monitor and control the devices on their assigned worktop and in their classes of service. See the section titled Chapter 3: Controlling User Access to Telephony Servers for more details on this feature.

● Enable Automatic Administration of LAN Addresses: If the LAN address is not already assigned for the user’s worktop and you enable this feature, the Tserver automatically fills in the LAN address information the next time the user logs on. (LAN addresses are only necessary if you are using the "Extended Worktop Access" feature.)

The Tserver checks the worktop object whenever a client opens a connection to the Tserver. If the worktop object does not contain the network address, it sets the address attribute of the worktop object to the network address it received in the open stream connection. You should use this feature only if users are going to log in from their own worktop for the first time.

Note:Note: If you are using Dynamic Host Configuration Protocol (DHCP), automatic

administration of LAN addresses will not produce the desired results unless the TCP Preferred Naming Format is set to Host Name and Windows Internet Name Service (WINS) is also available.

● TCP Preferred Naming Format: The format of the LAN address saved for worktop objects is based on the setting of the "TCP Preferred Naming Format" field. The format can be set to either "Host Name" or "IP Address." See the section titled Server Configuration in Chapter 6 for a complete discussion of these fields.

1. Select the SDB icon from the tree view of the SDB window.

2. From the "Admin" menu, select "Properties" to open the "Tserver Properties" dialog box.

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Figure 4-6: Tserver Properties Dialog Box

3. From the "Options" tab, select the desired options.

4. Click "OK" to save the information in the Security Database.

Controlling SDB Administration AccessTelephony Services restricts administration access to the SDB. Each user who will be administering Telephony Services is assigned a level of security; this level is kept in the SDB. Telephony Services has three levels of security: no SDB administration permissions; regular SDB administration permissions; and privileged users. Regular SDB administrators are allowed to add, change, and delete data in the SDB. Privileged users can modify data in the SDB and can also grant or revoke administrative privileges to other users.

One admin access group object is created when you install Telephony Services on a server: "ALL ADMIN ACCESS." Members of this group can administer all available modules; you do not need to explicitly add OAM Tlinks to this group. If all your administrators have permission to administer every administration module, you can assign each administrator to this group and skip the rest of this section. You do not need to create additional admin access groups.

When you first install Telephony Services, the Administrator user is added to the SDB with privileged permissions.

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You must add a User object for each administrator to your SDB before you can assign them administration privileges. You can use either the "Quick Add" method described above or the more detailed User administration procedure described later in this chapter.

The TSA32 does not allow you to get into a situation where no one has administration privileges. The "ALL ADMIN ACCESS" group cannot be deleted and you cannot remove the last user from the group. Also, Telephony Services ensures that at least one user in this group will always have the ability to administer admin access groups.

Setting Up an Admin Access Group

Giving administration access rights to a group of users is a two-step process. First, you must identify the Tlinks that will be in the admin access group. Second, you must assign the users with the corresponding administration responsibilities to the appropriate admin access group(s).

An admin access group contains a list of OAM-type advertised services, or Tlinks. (OAM is the service type for administration.) When adding Tlinks to an admin access group, consider the following:

● Administrators who will be administering the SDB using the TSA32 require SDB_OAM permissions.

● Administrators who will be performing maintenance tasks using the TSM32 require TSRV_OAM permissions.

● Administrators who will be administering the SDB using the TSA32 require both SDB_OAM and TSRV_OAM permissions.

● Administrators who will be administering options provided by the PBX vendor require the PBX driver OAM Tlink permissions.

The following example explains how you can set up several admin access groups and control which telephony servers the administrators can access. Suppose your organization has three administrators: Judy can administer the SDB data; Mike can perform PBX driver administration; and Luis can perform all administration. You would perform the following:

1. Create a "SDB ADMIN" group. Put the SDB_OAM Tlink for the Tserver in this group:

TSERVER#SDB_OAM#OAM#ACME_NY

2. Add Judy to the SDB ADMIN group.

3. Create a "PBX ADMIN" group. Put the PBX_OAM Tlink for the server in this group:

PBX_VENDOR#PBX_OAM#OAM#ACME_NY

4. Add Mike to the PBX ADMIN group.

5. Add Luis to the ALL ADMIN ACCESS group. (You may also make a third admin access group containing all OAM Tlinks and add Luis to it.)

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Admin Access Group Rules

The following rules apply when administering admin access groups:

● A Tlink may appear in more than one admin access group.

● A user may be associated with only one admin access group.

● The Tlinks in an admin access group may be from different vendors.

Administering Admin Access Groups

Admin access group administration allows you to create new groups or modify an existing group. When you click on the "Admin Access Groups" icon in the SDB tree view, the names of all the admin groups on the server appear in the object view. If you highlight an existing group, you can edit the OAM Tlinks that make up the group, edit the list of "Allowed Users" who have access to the group, view the group, or delete the entire group.

Each dialog box has an "Allowed Users" tab. By selecting this tab, you can see all the users who are currently assigned to this admin access group and you can make changes as needed. If you delete an admin access group, the users who were allowed to administer OAM type Tlinks in the group will lose their administration permissions.

Creating an Admin Access Group

1. From the "Admin" menu, select "Create Admin Access Group."

The "Create Admin Access Group" dialog box is displayed.

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Figure 4-7: Create Admin Access Group Dialog Box

2. Enter the name for the new admin access group.

3. To add Tlinks to the admin access group, highlight the Tlink(s) in the "Admin Tlinks NOT in Group" list box and click the "Add" button.

4. To remove Tlinks from the admin access group, highlight the Tlink(s) in the "Admin Tlinks IN Group" list box and click the "Delete" button.

5. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without creating an admin access group.

You are now able to assign users to this group. See Administering Allowed Users in this chapter for details.

Administering Allowed Users

You can allow users to have administration permissions by including them in the "Allowed Users" list for a specified Admin Access Group, or by checking the "Allow User to Administer Admin Access Groups?" box on the "Admin Access Groups" tab, accessible from the "Create User" dialog box.

To view the list of "Allowed Users," select this tab from the "Admin Access Group Properties" dialog box.

The "Allowed Users" tab contains two list boxes:

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● Users NOT in any Group

This box lists the login IDs of all users who currently are not authorized to perform administration and maintenance on any admin Tlink entries.

● Users IN Group

This box lists the login IDs of all users who currently are authorized to perform administration and maintenance on the OAM Tlink entries in the selected admin access group.

1. Select the "Allowed Users" tab.

Figure 4-8: Allowed Users Tab

2. To add entries to the "Users IN Group" list box, select entries from the "Users NOT in any Group" list box and click "Add."

3. To delete entries from the "Users IN Group" list box, select entries from the list box and click "Delete."

4. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without saving any changes.

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Editing or Viewing an Admin Access Group

1. In the SDB tree view, click on the "Admin Access Groups" icon. The names of previously administered admin access groups appear in the object view.

Figure 4-9: Editing or Viewing an Admin Access Group — Object View

2. Double-click on an Admin Access Group name. The "Admin Access Group Properties" dialog box shows "Information" and "Allowed Users" tabs for the group name you selected.

Select the "Information" tab to view Tlink information for this group, or select the "Allowed Users" tab to view all the users who are currently assigned to this group.

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Figure 4-10: Admin Access Group Properties — Information Tab

3. To add Tlinks to the admin access group, highlight the Tlink(s) in the "Admin Tlinks NOT in Group" list box and click the "Add" button.

4. To remove Tlinks from the admin access group, highlight the Tlink(s) in the "Admin Tlinks IN Group" list box and click the "Delete" button.

5. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without saving any changes.

Deleting an Admin Access Group

This feature allows you to delete an entire admin access group. Before deleting the group, select the "Allowed Users" tab to view the users assigned to this group. This is recommended because, once you delete an admin access group, the allowed users in the group no longer have administrative permissions. If you still want these users to be administrators, you should add them to another admin access group.

The TSA32 guarantees that you will always have at least one person who can administer your SDB object and give this permission to other users. You cannot remove the "ALL ADMIN ACCESS" group and you cannot delete the last user in this group.

1. In the SDB tree view, click on the "Admin Access Groups" icon. The names of previously administered admin access groups appear in the object view

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Figure 4-11: Editing or Viewing an Access Group

2. Select the group name you want to delete.

3. Press the "Delete" key.

4. Click "OK" to confirm the deletion.

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Order for Administration of Telephony ObjectsIf you do not use "Quick Add" to add your User, Worktop and Device objects to the SDB, you must add individual objects in a certain order. This is because the TSA32 validates some attributes as you enter the object and prohibits you from entering invalid information. For example, if you are adding a Worktop object that has a device "4401" associated with it, you must have first added the "4401" Device object to the SDB.

A Tserver should be administered in the following order:

1. System-wide features for the Tserver

Administer the options described in the section titled, Administration of System-wide Features in this chapter.

2. Tlinks

Administer the CSTA and OAM Tlinks if they have not been added automatically.

3. Tlink Groups

If necessary, create the groups of Tlinks that devices are allowed to use. See the section titled Tlink Groups in Chapter 2 for details. The default group "Any Tlink" is provided for you automatically.

4. Devices

Create an object for each device (telephone) that will be controlled by Telephony Services applications. Valid device IDs are needed to create Device Group and Worktop objects.

5. Device Groups

Create groups of devices for user classes of service and worktop secondary device groups. See the section titled The Device Group Object in Chapter 2 for details. The group "Any Device" is provided for you. If you plan to assign device groups to either Worktop or User objects, you must add them to the SDB first.

6. Worktops

Create a worktop object for each telephone-workstation pair that will be using Telephony Services. You must create the Worktop object before you can assign a worktop to a User object.

7. Users

Create a User object for each person who will be using Telephony Services. These users must exist on the Windows NT, Windows 2000 or Windows XP system where the Telephony Server is installed (use the operating system specific User Manager to add these users. For Windows 2000 use Computer Management).

8. Admin Access Groups

If necessary, create admin access groups to give users administration permissions.

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Administering Tlinks

Tlinks are the services offered by Tservers and PBX drivers. (See the section titled The Tlink and Tlink Group Objects in Chapter 2 for a complete description of Tlinks.) Tlinks can be added to the SDB in two ways:

● You can install and load the Tserver and PBX drivers on your telephony server, causing all the Tlinks on that Tserver to be created automatically for you.

● You can enter the Tlinks using the TSA32.

In most cases, you can rely on the automatic administration and skip the rest of this section. You may choose to administer Tlinks if your telephony server configuration is incomplete and you want to get a head start on your system administration.

You cannot change or view any properties for a Tlink.

Note:Note: Administration of Tlinks in the SDB is only provided for the purpose of

defining Tlink Groups and Admin Access Groups. Administrators who use the default Tlink Group ("Any Tlink") and the default Admin Access Group ("All Admin Access") need not be concerned with Tlink administration.

Tlink parameters that are used by the Telephony Server to establish the link are stored in the Windows NT, Windows 2000 or Windows XP Registry (not in the SDB). Therefore, the Tlinks in the SDB may not be consistent with the Tlinks displayed by the Telephony Services maintenance application (the TSM32).

The fields on the "Create Tlink" dialog box are described briefly in the following text. See the section titled, The Tlink and Tlink Group Objects in Chapter 2 for more details.

● Tserver: The name of the file server where the CSTA link, Tserver or PBX driver administrative module is located. The string you enter may not exceed 19 characters and may not contain the pound sign (#).

● Tlink Type: The kind of service provided by a PBX driver or a Tserver. The following kinds of service may be advertised:

- CSTA: This Tlink type provides call control, monitoring, and routing functionality.

- Driver Admin: This Tlink type provides administration and maintenance of a PBX driver. You can include this Tlink type in an admin access group to give users administration permissions for that PBX driver.

- Simulator: This Tlink type is used when the PBX is not available. You should only use this Tlink type when you are testing a Telephony Services application in a simulated environment.

- Tserver Admin: This Tlink type provides administration and maintenance of the Tserver module. You can include this Tlink in an admin access group to give users maintenance privileges for this Telephony Server.

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- Cserver Admin: This Tlink type provides administration and maintenance of a CSTA server. You can include this Tlink type in an admin access group to give users administration permissions for the CSTA server.

- SDB Admin: This Tlink type provides administration and maintenance of the SDB driver. You can include this Tlink type in an admin access group to give users administration permissions for accessing the SDB.

● Driver Name: Fill in the driver name with the name provided by your PBX vendor, if applicable.

● Vendor: Fill in the vendor name with the name provided by your PBX vendor, if applicable.

Creating a Tlink

Follow this procedure to create a Tlink.

1. From the "Admin" menu, select "Create Tlink." The "Create Tlink" dialog box is displayed:

Figure 4-12: Create Tlink Dialog Box

2. Enter the name of the Tserver for which you want to create the Tlink in the "Tserver" field.

3. Select the desired Tlink Type.

4. Enter the appropriate values in the "Driver Name" and "Vendor" fields (if applicable).

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5. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without creating the Tlink.

Viewing a Tlink

Follow this procedure to view a Tlink.

1. In the SDB tree view, click on the "Tlinks" icon. The names of current Tlinks appear in the object view. There are no "Properties" to view for Tlinks.

Figure 4-13: SDB Window (Tlink Information)

Deleting a Tlink

Follow the steps below to delete a tlink.

1. In the SDB tree view, click on the "Tlinks" icon. The names of current Tlinks appear in the object view.

2. Select the Tlink you want to delete.

3. Press the "Delete" key.

4. Click "OK" to confirm the deletion.

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Administering Tlink Groups

Tlink Group objects are groups of CSTA-type Tlinks. This Tlink type is used for call control, monitoring and routing. See the section titled The Tlink and Tlink Group Objects in Chapter 2 for details on Tlink Group object usage.

Creating a Tlink Group

Follow the steps below to create a Tlink group.

1. From the "Admin" menu, select "Create Tlink Group." The "Create Tlink Group" dialog box is displayed:

Figure 4-14: Create Tlink Group Dialog Box

2. Enter the name of the new Tlink group in the "Group Name" field.

3. To add Tlinks to the Tlink group, highlight the Tlink(s) in the "CSTA Tlinks NOT in Group" list box and click the "Add" button.

4. To remove Tlinks from the Tlink group, highlight the Tlink(s) in the "CSTA Tlinks IN Group" list box and click the "Delete" button.

5. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without creating the Tlink group.

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Editing or Viewing a Tlink Group

Follow the steps below to Edit or View a Tlink Group.

1. In the SDB tree view, click on the "Tlink Groups" icon. The names of current Tlink Groups appear in the object view.

Figure 4-15: SDB Window (Tlink Groups)

2. Double-click on a Tlink Group name. The "Tlink Group Properties" dialog box is displayed:

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Figure 4-16: Tlink Group Properties Dialog Box

3. To add Tlinks to the Tlink group, highlight the Tlink(s) in the "CSTA Tlinks NOT in Group" list box and click the "Add" button.

4. To remove Tlinks from the Tlink group, highlight the Tlink(s) in the "CSTA Tlinks IN Group" list box and click the "Delete" button.

5. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without saving any changes.

Deleting a Tlink Group

Follow the steps below to delete a Tlink group.

1. In the SDB tree view, click on the "Tlink Groups" icon. The names of current Tlink groups appear in the object view.

2. Select the Tlink group you want to delete.

3. Press the "Delete" key.

4. Click "OK" to confirm the deletion.

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Administering Devices

These procedures allow you to create, edit, and delete Device objects in your Security Database. If you have used "Quick Add" to create Users, Worktops, and Devices, you do not need to use these procedures to add the same devices. You may edit or delete those devices using these procedures.

The attributes that make up the Device object are administered using these procedures. Each attribute is briefly described below. For more details, see the section titled, Administering Devices in Chapter 2.

● Device ID is the exact string of numbers that the PBX uses to identify a particular device (e.g., the extension of the telephone on your desk). Refer to your vendor’s PBX documentation for detailed information on the required string.

● Location is an optional field. You can use it to indicate where the device is located.

● Device Type (PHONE, FAX, MODEM, ACD) is an optional entry that shows the administered type for the device. The default type is "PHONE." This field is not used by the telephony server; it is provided for information only.

● Tlink Group is the list of Tlinks that are allowed to control the device. "Any Tlink" is the default value.

Creating a Device

1. From the "Admin" menu, select "Create Device." The "Create Device" dialog box is displayed:

Figure 4-17: Create Device Dialog Box

2. Enter the Device ID. Enter other values as desired.

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3. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without creating the device.

Editing or Viewing a Device

Follow the steps below to edit or view a device.

1. In the SDB tree view, click on the "Devices" icon. The names of current devices appear in the object view.

Figure 4-18: SDB Window (Devices)

2. Double-click on a device ID. The "Device Properties" dialog box shows the "Information," "Device Groups" and "Worktops" tabs.

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Figure 4-19: Device Properties Dialog Box

3. To change the Device Type or Tlink Group associations, select the appropriate device type or Tlink Group using the drop-down lists.

4. To display the device groups to which this device belongs, select the "Device Groups" tab. To display the worktops associated with this device, select the "Worktops" tab.

5. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without saving any changes.

Deleting a Device

You can delete device objects using the following procedure. The "Worktops" tab shows you which worktops are associated with this device. If the device is a member of a device group or if it is assigned to a worktop, it is deleted from the group; you do not have to explicitly remove it from the group.

1. In the SDB tree view, click on the "Devices" icon. The names of current devices appear in the object view.

2. Select the device ID of the device you want to remove.

3. Press the "Delete" key.

4. Click "OK" to confirm the deletion.

Administering Device Groups

Device Groups are lists of devices. When device groups are assigned to a user’s worktop or Access Rights permissions, they give or restrict user control over all the devices in the group. (Device groups can also be assigned to a worktop.) See the section titled The Device Group Object in Chapter 2 for more details.

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The attributes for a device group are the devices in the group and whether the device group is an exception group. Devices added to the group are selected from the administered devices for the Tserver.

If the group is designated as an exception group, the Tserver treats the entire group as if it contained every device except for those devices in the device group. For example, suppose Robert is a supervisor with permission to control all of the phones in the company except for those belonging to the president and vice president. Rather than setting up a device group that contains all of the devices except for those belonging the president and the vice president, you could set up an exception group and assign it to Robert. This exception group would only contain the devices of the president and vice president.

Creating a Device Group

Follow the steps below to create a device group.

1. From the "Admin" menu, select "Create Device Group." The "Create Device Group" dialog box is displayed:

Figure 4-20: Create Device Group Dialog Box

2. Enter the name for the new device group.

3. To add devices to the device group, highlight the device(s) in the "Devices NOT in Group" list box and click the "Add" button.

4. To remove devices from the device group, highlight the device in the "Devices IN Group" list box and click the "Delete" button.

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5. To make the device group an exception group, set the "Exception group?" checkbox.

6. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without creating the device group.

Editing or Viewing a Device Group

Follow the steps below to edit or view a device group.

1. In the SDB tree view, click on the "Device Groups" icon. The names of current device groups appear in the object view.

Figure 4-21: SDB Window (Device Groups)

2. Double-click on a device group name. The "Device Group Properties" dialog box is displayed:

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Figure 4-22: Device Group Properties Dialog Box

The TSA32 application displays a list box containing information about the devices in the device group, one per line.

3. To add devices to the device group, highlight the device(s) in the "Devices NOT in Group" list box and select the "Add" button.

4. To remove devices from the device group, highlight the device in the "Devices IN Group" list box and click the "Delete" button.

5. You can make the "Devices IN Group" list an "Exception Group" list by checking the "Exception Group?" box.

6. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without saving any changes.

Deleting a Device Group

This procedure allows you to delete a device group. If the group is assigned to the Access Rights fields in any User objects, the device group entry is removed from the user objects. Similarly, if a device group is assigned as a secondary device group for a worktop object, deleting the device group removes the entry from the worktop object.

1. In the SDB tree view, click on the "Device Groups" icon. The names of current device groups appear in the object view.

2. Select the device group you want to delete.

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3. Press the "Delete" key.

4. Click "OK" to confirm the deletion.

Administering Worktops

These procedures allow you to create, edit, and delete Worktop objects in your Security Database. If you have used "Quick Add" to create Users, Worktops, and Devices, you do not need to use these dialog boxes to add the same worktops. However, you can edit or delete worktops created by "Quick Add" using these procedures.

The attributes that make up the Worktop object are briefly described below. See the section titled The Worktop Object in Chapter 2 for more details.

● Worktop Name: A unique name that identifies the worktop.

● Primary Device ID: The primary device on the worktop, usually the extension of a telephone.

● Secondary Device Group: A drop-down list showing all device groups. Typically, you select the device group containing the devices located at this worktop, thus enabling the user associated with the worktop to control these devices. See the section titled The Device Group Object in Chapter 2 for details on the uses of this device group. This is an optional field.

● LAN Addresses: A listing of the addressing options for the workstation, available on the LAN Addresses tab. If you wish to use the "Extended Worktop Access" feature, you must either

- Let the system fill in the fields automatically by enabling the "Automatic Administration of LAN Addresses" feature (available on the "Options" tab from the SDB "Admin/Properties" menu),

- or

- Supply the TCP/IP address of the workstation on the worktop. Enter either the host name or the IP address, depending on the TCP Preferred Naming Format you have chosen for Telephony Services.

● Users: Users that are associated with this worktop.

Creating a Worktop

1. From the "Admin" menu, select "Create Worktop." The "Create Worktop" dialog box is displayed, showing tabs for "Information" and "LAN Addresses."

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Figure 4-23: Create Worktop Dialog Box

2. Fill in the name of the worktop on the "Information" tab.

3. Select a Primary Device ID from the drop-down list (if desired).

4. Select a Secondary Device Group from the drop-down list (if desired).

5. Select the "LAN Addresses" tab to enter LAN address information for the worktop.

Figure 4-24: LAN Addresses Tab

6. Enter a TCP/IP host name or an IP address.

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Note:Note: If you are using Dynamic Host Configuration Protocol (DHCP), LAN

addresses should be entered in Host Name format and Windows Internet Name Service (WINS) must be available.

7. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without creating the worktop.

Editing or Viewing a Worktop

Follow the steps below to edit or view a worktop.

1. In the SDB tree view, click on the "Worktops" icon. The names of current worktops appear in the object view.

Figure 4-25: SDB Window (Worktops)

2. Double-click on a worktop name. The "Worktop Properties" dialog box shows tabs for "Information," "LAN Addresses," and "Users."

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Figure 4-26: Worktop Properties Dialog Box

3. Make changes as needed to the worktop’s attributes.

If you want to change the LAN address for the workstation, select the "LAN Addresses" tab. If you want to view the users who are associated with this worktop, select the "Users" tab.

4. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without saving any changes.

Deleting a Worktop

Follwo the steps below to delete a worktop.

1. In the SDB tree view, click on the "Worktops" icon. The names of current worktops appear in the object view.

2. Select the worktop you want to delete.

3. Press the "Delete" key.

4. Click "OK" to confirm the deletion.

Administering Users

These procedures allow you to create, edit and delete User objects in your Security Database. If you have used "Quick Add" to create Users, Worktops, and Devices, you do not need to use these procedures to add the same users. However, you can edit or delete users created by "Quick Add" using these procedures.

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The attributes that make up the User object are briefly described below. See the section titled The User Object in Chapter 2 for more details about the attributes.

● Login: the user’s login as administered through the Windows NT, Windows 2000 or Windows XP User Manager. For Windows 2000 the user is administerd through Active Directory Services or Computer Management.

In support of Active Directory Services, this login name can either be the Windows NT login name such as JSmith or it can be the Windows 2000 fully qualified name (for example, [email protected]).

Note:Note: The user login ID must be the same as the one used to authenticate

Windows NT, Windows 2000 or Windows XP.

● Name: the user’s name.

● Worktop Name: a drop-down list showing the administered worktops along with the primary device assigned to the worktop. Select a worktop for the user from this list. Multiple users may share the same worktop. Choose "(none)" to specify that the user does not have a worktop.

● Unrestricted Access Rights: a check-box showing whether or not the user has unrestricted access as an attribute for the different Class of Service types. When checked, the user is granted unrestricted access rights to all Class of Service types. When unchecked, the user is not granted unrestricted access rights to all Class of Service types. For a complete discussion of Class of Service attributes, see Chapter 3.

● Access Rights: displays the different Access Rights attributes for this user. For a complete discussion of Access Rights attributes, see the section titled Access Rights Options in Chapter 3.

● Admin Access Groups: a separate tab indicating whether or not a user has administration permissions. You can grant these permissions to a user by setting the "Allow User to Administer Admin Access Groups?" checkbox on this tab, or by including the user in the "Allowed Users" list for an Admin Access Group.

Creating a User

1. From the "Admin" menu, select "Create User." The "User Properties" dialog box is displayed, showing tabs for "Information," "Access Rights," and "Admin Access Groups."

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Figure 4-27: User Properties Dialog Box

2. On the "Information" tab, enter the user’s login and name. Select a worktop name from the drop-down list.

3. If this user is to be granted an unrestricted access right attribute to all Class of Service types then enable the "Unrestricted Access Rights" check box. This will produce on the Access Rights tab the entry "Unrestricted Access" in the four drop-downs and a checked "Call/Call’ checkbox. These four drop-downs and the checkbox will be "grayed" or disabled prohibiting their selection.

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Figure 4-28: User Properties - Access Rights tab

If this user is to be administered for "Access Rights," continue with Step 3. Otherwise, click "OK."

4. Select the "Access Rights" tab.

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Figure 4-29: User Properties — Access Rights Tab

5. Assign one or more of the desired classes of service.

For each Access Right (except Call/Call monitoring), you can use the drop-down lists of all the currently administered device groups to select a group for this user. Call/Call monitoring is either enabled or disabled. See the section titled Access Rights Options in Chapter 3 for details about classes of service.

You may administer some, none, or all of the classes of service.

6. If you want the user to be able to administer admin access groups, select the "Admin Access Groups" tab and set the "Allow User to Administer Admin Access Groups?" checkbox.

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Figure 4-30: User Properties— Admin Access Groups Tab

7. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without creating the user.

Editing or Viewing a User

Follow the steps below th edit or view a user.

1. In the SDB tree view, click on the "Users" icon. The names of current users appear in the object view.

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Figure 4-31: SDB Window (Users)

2. Double-click on a Login ID. The "User Properties" dialog box shows tabs for "Information," "Access Rights," and "Admin Access Groups."

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Figure 4-32: User Properties — Information Tab

3. Make changes to the user’s attributes as desired.

If you want to change the Access Rights for the user, select the "Access Rights" tab. If you want to give the user permission to administer admin access groups, select the "Admin Access Groups" tab and set the "Allow User to Administer Admin Access Groups?" checkbox.

4. Click "OK" to save the information in the Security Database or "Cancel" to close the dialog box without saving any changes.

Deleting a User

To ensure that at least one user is always able to perform administration, you cannot delete the last user from the "All Admin Access" group.

1. In the SDB tree view, click on the "Users" icon. The names of current users appear in the object view.

2. Select the user you want to delete.

3. Press the "Delete" key.

4. Click "OK" to confirm the deletion.

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SDB LoggingYou can choose whether you want SDB transactions to be logged and if so, to set the size of the Security Database log file. For more information about logging and log files, refer to the section titled General Logging Information in Chapter 11.

Using the TSA32 to Set SDB Log Settings

Follow the steps below to set the SDB log settings.

1. In the SDB tree view, click on the SDB icon. Then, from the "Admin" menu, select "Properties." The "Tserver Properties" dialog box is displayed, showing tabs for "Options," "SDB Log Settings," and "Components." Select the "SDB Log Settings" tab.

Figure 4-33: SDB Log Settings

2. Set the log size and enable logging by setting the "Log Changes to SDB" checkbox. Click "OK" for your choices to take effect.

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Chapter 5: Bulk Administration

This chapter discusses the Bulk Administration feature, which allows you to set up your SDB from information in your corporate directory. It also describes ways you can automate further updates to the SDB.

The following topics are discussed in this chapter:

● Administering Your SDB with Bulk Administration on page 105

● Automating the SDB Interface on page 124

● Using Bulk Administration on page 128

● Invoking Bulk Administration on page 132

● Object Attribute Tables on page 138

● SDB Manual Pages on page 143

Administering Your SDBwith Bulk Administration

Bulk administration allows you to administer your SDB in bulk rather than by editing individual objects in the SDB. If you prefer to use the TSA32 to maintain your Security Database, you may skip the rest of this chapter.

The Bulk Administration feature also provides a mechanism that allows you to migrate from a NetWare telephony server to a Windows NT, Windows 2000, or Windows XP telephony server. If you need to perform this migration, you must first convert the Telephony Services Security Database to a format understood by the Windows NT, Windows 2000, or Windows XP server. This can be accomplished using the Bulk Administration feature.

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Bulk Administration Applications

This section describes ways you can use bulk administration. Each subsection includes a diagram of the process and/or a list of sections you should read before using bulk administration.

Adding Telephony Services Objects to Your Security Database for the First Time

Suppose your company has just purchased Telephony Services and an application that will be used by all 500 people in your company. Most likely, you already have a computerized database, such as payroll or a telephone directory, that contains a record for each Telephony Services user. Each record contains the user’s login, name and telephone number. If you have a computer programmer who can extract the data from your database and create an ASCII file, you can use bulk administration to add these users to your SDB, rather than adding them individually.

Figure 5-1: Adding Telephony Service Objects to the SDB

Simple File

Flat file

Error Log

Error File

Corporate Database

Security Database Files

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If you wish to use this application, read the following sections in this chapter:

Examining Bulk Administration Files:

The Flat File

The Error File

The Simple File

Using Bulk Administration:

Adding Telephony Services Objects to Your SDB for the First Time

Invoking Bulk Administration:

Updating the Security Database

Making Bulk Changes to an Existing SDB

Suppose your company of 500 users has been using Telephony Services for 6 months. You have recently purchased a new application that requires you to give each user a certain set of permissions. With bulk administration you can extract all the data from your SDB, modify it using a standard spreadsheet, and reinsert the updated information.

Figure 5-2: Making Bulk Changes to An Existing SDB

Flat fileError File

Security Database Files

Security Database Files

Flat fi le Backup your SDB

Edit your flat file

Update your SDB

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If you wish to use this application, read the following sections in this chapter:

Examining Bulk Administration Files:

The Flat File

The Error File

Using Bulk Administration:

Making Bulk Changes to an Existing SDB

Invoking Bulk Administration:

Backing up the SDB Using TSA32

Upgrading the SDB Using TSA32

Printing the Contents of the SDB

You can generate a file containing all the information in your SDB. This file can be viewed, edited, and printed using a standard spreadsheet.

Figure 5-3: Printing the Contents of the SDB

If you wish to use this application, read the following sections in this chapter:

Examining Bulk Administration Files:

The Flat File

Using Bulk Administration:

Printing Data in Your SDB

Invoking Bulk Administration:

Backing up the SDB Using TSA32

Security Database Files

Flat fi le Backup your SDB

Print your flat file

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Updating Your SDB Automatically

Suppose your company has ten sites across the country and each site has its own telephony server. You want to centralize the administration of these telephony servers at the same location that handles all data input for your company. With the help of a programmer, you can create bulk administration update files that add new users and modify or delete existing users.

Figure 5-4: Updating Your SDB Automatically

If you wish to use this application, read the following sections in this chapter:

Examining Bulk Administration Files:

The Flat File

The Error File

Using Bulk Administration:

Updating Your SDB Automatically

Invoking Bulk Administration:

Updating Your SDB Automatically

SDB Manual Pages

Object Attribute Tables

Corporate Database

Flat file

Security Database Files

Er ror fi le

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Migrating from a NetWare Telephony Server to a Windows NT, Windows 2000, or Windows XP Telephony Server

If you want to migrate from a NetWare telephony server to a Windows NT, Windows 2000, or Windows XP telephony server, you need to convert the Telephony Services Security Database to a format understood by the Windows NT, Windows 2000, or Windows XP server. This can be easily accomplished using the Bulk Administration feature.

This procedure is described in Appendix C of the Avaya Computer Telephony 1.3, Installation Guide (INSTALL.PDF). If you have already completed your conversion, you can skip this section.

If you wish to use this application, read the following sections in this chapter:

Examining Bulk Administration Files:

The Flat File

The Error File

Using Bulk Administration:

Invoking Bulk Administration:

Backing up the SDB Using TSA32

Upgrading the SDB Using TSA32

Examining Bulk Administration Files

Bulk Administration uses three different files to perform the features just described: the flat file, simple file, and error file. You can view any of these files using a standard spreadsheet. You should open the file as a text file using commas as the field delimiters. This displays each attribute in the correct column and is easier to edit.

These files can also be examined with an editor, but you must be careful in choosing which editor or word processor you use to examine the file. Some editors automatically insert a new line character when a line exceeds a certain length. This looks like two lines to bulk administration; the second line will cause problems because it is not formatted correctly.

The Flat File

The flat file is central to the bulk administration of your SDB. It is an ASCII file that is created when you "back up" your SDB; it the input to the "update" of your SDB. Data retrieved from the SDB is grouped into sections. There is one section for each object type:

● User

● Worktop

● Device

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● Device Group

● Tlink

● Tlink Group

● Admin Access Group

Each section contains one line for each instance of that object type in your SDB. The attributes that make up the object are separated from each other by commas allowing you to view the data with a spreadsheet. When you open the file, specify that the text has commas as delimiters.

Note:Note: You must save the file in the same format. Do not replace the commas with

tabs. If you do, the file cannot be used to update the SDB.

Section Headers

The following table illustrates the User section in the flat file when viewed with a spreadsheet program.

Figure 5-5: Flat File — User Section

The first two lines are informational and are referred to as the section header. The first line in the header has the keyword "INFORM1" in the first column. It is used by bulk administration to figure out the object type for the section and the attributes associated with that object type. The second line, "INFORM2," contains the same information as the first, but is in text format so that you can understand what is in each column. Bulk administration does not use the information in the INFORM2 line.

Note:Note: If the column header is surrounded by asterisks, the field is for information

only and cannot be updated using bulk administration. These fields occur only with the TLINK objects.

INFORM1 1 100 101 102 103 105 108 109

INFORM2 User Login Name Work-top Name

Device Monitor Group

Call/Dev Monitor Grp

OAM Group

Super Admin User

ADD 1 JOE Joe Smith W401 FALSE FALSE

ADD 1 LUIS Luis DeHoya W410 FALSE FALSE

ADD 1 SUE Sue Ferraro W402 FALSE FALSE

ADD 1 TOM Tom Chen W403 FALSE FALSE

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Data Lines

Below the section header are data lines - typically, one per object instance. The first column of each data line has a keyword telling bulk administration what to do with this line. The allowed keywords are:

● ADD: add this object to the SDB.

● MODIFY: update an existing object with these new attribute values.

● DELETE: delete this object from the SDB.

● IGNOREON: ignore all the data lines from here until a subsequent IGNOREOFF.

● IGNOREOFF: start processing the data lines from now on.

● COMMENT: ignore this line. An empty entry in the first column is also considered a comment line.

Column 2 of each data line contains the object type. This must be the same object type as in column 2 of the INFORM1 line. The example in Figure 5-5 is a user object. In this example, the number "1" must be in column 2 of each data line.

Column 3 of each data line contains the primary key of the object. This is the attribute that uniquely identifies that object. In this example, "Login" is the primary key for the User object.

If you are adding an object, an object of the same type with this name (primary key) must not already exist in the SDB. If you are modifying or deleting an object, then an object of that type with that primary key must already exist in the SDB. You will receive an error if this is not the case.

The remaining columns contain the attribute information for the objects.Information contained in these columns depends on the object type of the section. You can get a template of all the section headers by invoking the "Create Templates" command of bulk administration. It creates an output file that looks like the following table when you view it with any standard spreadsheet.

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Figure 5-6: Flat File — Object Information

Notice that the table depicted in Figure 5-6 has only eight columns. The actual file contains more columns since the user object has a large number of attributes. The file has been truncated to make it easier to view.

Multi-valued Attributes

A multi-valued attribute can be assigned to an object more than once. There are only three multi-valued attributes in the Telephony Services SDB. In each case, multi-valued attributes are used to represent the members of a group:

● Devices in a Device Group

● CSTA Tlinks in a Tlink Group

● OAM Tlinks in an Admin Access Group

INFORM1 16 510

INFORM2 *Service Type*

INFORM1 32 600 601 601 601 601

INFORM2 Tlink Group

Tlink Group Name

Tlink Tlink Tlink Tlink Tlink

INFORM1 64 700 701 701 701 701 701

INFORM2 Admin Group

Admin Group Name

OAM Tlink OAM Tlink OAM Tlink OAM Tlink OAM Tlink

INFORM1 4 300 301 302 303 304

INFORM2 Device Device ID Device Type

Tlink Group

Location Telephone Number

INFORM1 8 400 401 402 402 402 402

INFORM2 Device Group

Device Group Name

Exception Device ID Device ID Device ID Device ID

INFORM1 2 200 201 202 203 204 205

INFORM2 Worktop Worktop Name

Primary Device

IPX Address

IP Address IP Name Secondary Device Grp

INFORM1 1 100 101 102 103 104 10

INFORM2 User Login Name Worktop Name

Device Moni-tor Group

Call-Dev Mon-itor Group

CallMonitoring

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Since the number of members in a group is unlimited, Bulk Administration uses multiple lines per object, each line containing up to five group members. In the example below, there are eight devices in the device group "Help Desk." Bulk Administration would create one device group with eight members of the group.

Figure 5-7: Flat File — Device Group Information

You cannot modify the members of a group (multi-valued attributes). You can only add or delete them.

Flat File Section Types

As mentioned earlier, there is one section per object type: Tlink, Tlink Group, Admin Group, Device, Device Group, Worktop, and User.The sections are in the same order in which you would have to add objects to the SDB:

● Tlink: An object exists for all Tlinks registered by the PBX driver and for any Tlinks you administered. You should not modify any data in this section.

● Tlink Group: This contains all of the Tlink Groups you have administered plus the default value "Any Tlink." If you are not using Tlink Groups, the only data line in this section is the default value.

● Admin Access Group: This section contains the administration access groups you have created plus the one default data line for the "ALL ADMIN ACCESS." If all your administrators have the default permission, you should have only the "ALL ADMIN ACCESS" record in this section.

● Device: This section contains information about device objects.

● Device Group: This section contains information about the device groups. These groups are used to assign user permissions. The default device group "Any Device" is automatically added to the SDB.

● Worktop: This section contains information about the worktop objects in the SDB.

● User: This section contains information about the user objects in the SDB.

INFORM1 8 400 401 402 402 402 402 402

INFORM2 Device Group Device Group Name

Exception Device ID Device ID Device ID Device ID Device ID

ADD 8 Help Desk FALSE 410 411 412 413 414

ADD 8 Help Desk FALSE 415 416 417

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Figure 5-8: Flat File — Device Group Section

The Error File

Errors that occur while you are updating your SDB from a flat file are logged in an error file. Errors can be of two levels of severity: non-fatal and fatal. A non-fatal error applies to a single data line. It could be caused by invalid data on that line. The line causing the error is written to an error log, the SDB is not updated and processing continues unless you have enabled the "Stop Processing on Non-Fatal Errors?" option.

A fatal error is caused by a problem that affects more than one data line. For example, there is no available disk space or the file contains an illegal attribute in the INFORM1 line. If the update encounters a fatal error, it writes the line that generated the error to the error file and stops processing.

The format of the error file is similar to that of the flat file. It is a comma-separated ASCII file that can be examined using a standard spreadsheet. The file is organized by section; each section header contains two INFORM lines.

Figure 5-9: Error File — Format

INFORM1 8 400 401 402 402 402 402 402

INFORM2 Device Group

Device Group Name Exception Device ID Device ID Device ID Device ID Device ID

ADD 8 DEVICE GROUP1 FALSE

ADD 8 DEVICE GROUP1 FALSE 75553 75551 7555S 75560 75561

ADD 8 DEVICE GROUP1 FALSE 75562 75563 755564 75565 75566

ADD 8 DEVICE GROUP1 FALSE 75567 75568 75569 75570 75571

ADD 8 DEVICE GROUP1 FALSE 75572 75573 75574 75575 75576

ADD 8 DEVICE GROUP1 FALSE 75577 75578 75579

ADD 8 DEVICE GROUP2 FALSE 75562 75563

Error Description Line Number

Attribute in error INFORM1 4 300 301 302

Error Description Line Number

Attribute in error INFORM2 Device Device ID Device Type

Tlink Group

Error Description Line Number

Attribute in error INFORM1 8 40 401 402

Error Description Line Number

Attribute in error INFORM2 Device Group

Device Group Name

Exception Device ID

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There are three extra columns at the beginning of each line. These columns provide the following information:

● Error Description: a brief description of why the update failed. For a more complete discussion of the error and what may have caused it, refer to the section titled Security Database Errors in Chapter 11.

● Line Number: the number of the line in error. If you read the input file with a spreadsheet, this is the number on the left-hand side of the spreadsheet.

● Attribute In Error: the attribute that caused the error. The number that is in this column should match one that is in the INFORM1 line. Sometimes the update fails because the data for a particular attribute value is invalid. In the example above, the worktop name in the user object is not the name of an existing worktop object. The input line for the user is rejected and the attribute in error is 102, the "Worktop Name."

An attribute ID does not always appear in this column. For example, if "joe" already existed in the SDB, the error would have been "DUPLICATE KEY" and no attribute ID would have been supplied.

Check the error file each time you update your SDB. A line at the bottom of the file tells you how many errors occurred. If a fatal error occurs before the entire file has been processed, the last line in the file should be an indication of the line that caused the problem. The line including the error count is not present.

Correcting Non-Fatal Errors

Examine each line and correct the errors. Once all the lines have been fixed, you can remove the first three columns and use this file as input to the update process. You do not need to remove the section headers for sections with no data lines. After performing these steps, the error file from the example above would look similar to this (both examples represent small, sample sections of error files. Several columns have been removed from the right side to accommodate the page width.

Error Description Line Number

Attribute in error INFORM1 2 200 201 202

Error Description Line Number

Attribute in error INFORM2 Worktop Worktop Name

Primary Device

IPX Address

Error Description Line Number

Attribute in error INFORM1 1 100 101 102

Error Description Line Number

Attribute in error INFORM2 User Login Name WorktopName

Invalid Primary key 143 102 ADD 1 joe Joe Smith W401

Total lines in error: 1

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Figure 5-10: Error File — Correcting Non-Fatal Errors

Correcting Fatal Errors

If a fatal error occurs on a line, the previous lines in the file have been processed; none of the later lines have been processed. Once you have fixed the problem, you should remove the lines that were successfully processed and resubmit the file for update. Do not remove the INFORM lines for sections that still contain data lines.

You can remove lines by deleting them with the spreadsheet program or by using the IGNOREON and IGNOREOFF keywords. These keywords can be used to surround lines that have been processed. Bulk administration ignores all the data lines inside the keywords. (It does use the INFORM lines). For example, suppose you have a flat file with only device and worktop object updates. All the devices were correctly updated, but the INFORM1 line for the worktop objects was corrupted, causing the update to stop. You can either remove the device object data lines from the flat file, or add a line containing the keyword "IGNOREON" at the beginning of the device object data lines and another line containing "IGNOREOFF" at the end of the device object data lines.

Figure 5-11: Error File — Correcting Fatal Errors

INFORM1 4 300 301 302INFORM2 Device Device ID Device Type Tlink Group

INFORM1 8 400 401 402INFORM2 Device

GroupDevice Group Name Exception Device ID

INFORM1 2 200 201 202INFORM2 Worktop Worktop Name Primary Device IPX

Address

INFORM1 1 100 101 102INFORM2 User Login Name Worktop

NameADD 1 joe Joe Smith W402

INFORM1 4 300 301 302

INFORM2 Device Device ID Device Type Tlink Group

IGNOREON

ADD 4 401 PHONE Any Tlink

ADD 4 402 PHONE Any Tlink

ADD 4 403 PHONE Any Tlink

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The Simple File

The simple file is used to add new users to the SDB. It is made up of information that is likely to be available in an existing corporate database. The simple file cannot be used to modify information in existing SDB objects.

The simple file is an abbreviated version of the flat file. It, too, is a comma-separated ASCII file. It contains only one section. This section header has two INFORM lines; each having the same format as INFORM lines in the flat file. There is one data line for each user to be added to the SDB. You can use the simple file format to add users, worktops, and devices to your SDB. You cannot use the simple file to modify or delete these objects once they have been added to the SDB.

Column 1 always contains the keyword "ADD." Column 2 always contains the filename "Simple." Like the flat file, column 3 contains a unique identifier for the user - the Login ID. The attributes that follow the Login ID are information you are likely to have in a computerized database. These attributes are:

ADD 4 410 PHONE Any Tlink

IGNOREOFF

INFORM1 2 200 201 202

INFORM2 Worktop

Worktop Name

Primary Device

IPX Address

ADD 2 W401 401

ADD 2 W402 402

ADD 2 W402 402

ADD 2 W410 401

Table 5-1: Simple File Information

Attribute Name

Attribute Description Telephony Services Object Type

Login Login ID of the user. User

User Name The name of the user. The SDB uses this field for information only.

User

Worktop Name

A unique identifier of the worktop; if not supplied, no worktop or device object is created for this user.

User/Worktop

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IPX Address

Although this release supports TCP/IP connectivity, IPX/SPX addresses may be entered in the SDB.You can insert the IPX LAN address in the simple file. You can also use the "Auto Administration of LAN Addresses" feature to supply this information. The format is 8 hex characters, a colon, 12 hex characters, a colon, and 4 hex characters (that is:xxxxxxxx:xxxxxxxxxxxx:xxxx)

Worktop

IP Address For TCP/IP, you can supply either this IP address or the IP name, depending on the naming format you have chosen. See Chapter 6: TCP/IP Configuration for more information. You can also use the "Auto Administration of LAN Addresses" feature to supply this information. The IP LAN address format is four one- to three-decimal character fields, each separated by a period, that is: xxx.xxx.xxx.xxx.

Worktop

IP Name For TCP/IP, you can supply either this IP name or the IP address, depending on the naming format you have chosen. See Chapter 6: TCP/IP Configuration for more information. You can also use the "Auto Administration of LAN Addresses" feature to supply this information.

Worktop

Device ID The extension of the primary device associated with the user’s worktop. This is the PBX extension. It is usually the last two to seven digits of the telephone number. If not supplied, no device object is created.

Worktop/Device

Table 5-1: Simple File Information

Attribute Name

Attribute Description Telephony Services Object Type

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Using the Simple File for Quick Adds

By using this feature of bulk administration, you are performing a series of "Quick Adds" to the SDB. For each data line in the simple file, you create a Device, Worktop and User object if you have provided the primary key for each object.

If you provide

● A Login ID, Worktop Name, and Device ID, you create all three objects.

● A Login ID and Worktop Name, you create a user and worktop object.

● A Login ID, you create only a user object.

If you do not provide a primary key for an object, even though you have given attributes that are in that object, no object is created. For example, if you have a device ID and an IP address for a worktop but you do not provide a worktop name, no worktop object is created.

Simple File Format

You can create a simple file by writing a computer program, report, or query that extracts data from an existing database and formats the information in the simple file format. You can create a template for this file by using the bulk administration feature, "Create Templates."

Location The location of the telephone. This field is for information only.

Device

Telephone Number

The full number of the telephone on the user’s worktop. This is usually a 7 or 10 digit number. This field is for your information only.

Device

Tlink Group Name

This is the group of Tlinks that supports the user’s telephone. You can use the value "Any Tlink." This means that the user’s telephone is supported by any Tlink Group.

Device/Tlink Group

Table 5-1: Simple File Information

Attribute Name

Attribute Description Telephony Services Object Type

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Figure 5-12: Simple File Format

The program you write to create the simple file may need to generate some of the attribute values if they do not exist in your corporate database. For example,

● A worktop name could be generated from existing data. For example, you could generate a worktop name by adding the letter "W" to the device ID.

● A telephone extension can be generated from the last 2, 3, 4, 5, 6 or 7 digits of the telephone number.

● A Tlink Group entry can be defaulted to "Any Tlink."

● LAN addresses may be left blank and populated later using the Automatic Administration of LAN Addresses feature.

When you are done, the simple file may look like this:

Figure 5-13: Simple File - Sample Template

SIMPLE FILE TEMPLATEFile Created 3-29-965 1;51:35pmFile Name: smpltmpl.txtServer Name: ACME_NYSDB Software Type: BtrieveSDB Software Version: 2.22.30.1Dictionary Version: 2.0.0.3

INFORM1

Simple

100 101 200 202 203 204 300 303 304 600

INFORM2

Simple

Login

User Name

Worktop Name

IPX Address

IP Address

IP Name

Device ID

Location

Telephone

Tlink Group Name

INFORM1 Simple 100 101 200 202 203 204 300 300 303 600

INFORM2 Simple Login User Name

Work-top Name

IPX IP IP Device Location Telephone Tlink Group

ADD Simple Joe Joe Smith

W401 401 NYC Any Tlink

ADD Simple Sue Sue Ferraro

w402 402 NYC Any Tlink

ADD Simple Tom Tom Chen

W403 403 NYC Any Tlink

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Notice that the program has taken the telephony extension, added a "W" and put the result in the "Worktop Name" field. It has also set the Tlink Group Name to "Any Tlink."

Rules For Creating a Simple File

● All characters must be printable, ASCII characters. If you use a comma as a character within a field, you must surround the entire field with double quotes. Otherwise, Bulk Administration will interpret the single field as two fields separated by a comma.

● Do not change the format of the file by adding or deleting fields/columns.

● Once you have created a simple file, you must move it to the \TSRV\SDB\BULK_ADD directory on the telephony server where bulk administration will be run.

● The two INFORM lines must precede all the data lines in the file. These lines indicate what type of information is stored in each column of the file.

● If you want to add comments to the simple file, leave the first column blank. This is the same as starting the line with a comma. For example, ",comment here."

● Each column represented by an entry in an INFORM1 line has its attribute ID at the head of the column. Each piece of data in a column must be of the type reflected by the column heading.

● The first two columns of each data line following the INFORM lines must contain the words "ADD" and "Simple."

● Spaces are considered valid characters. If you want to leave a field blank, leave no space between the commas (,,). If you put a space between the commas, the attribute is thought to contain a space.

● Except for the login, data is case-sensitive. "Mary" is not the same as "MARY" or "mary."

● The only valid keywords in column 1 are "INFORM1," "INFORM2," and "ADD." All other keywords are treated as comment lines. The keywords "MODIFY" and "DELETE" are not valid in a simple file.

Errors Encountered While Processing a Simple File

The process of converting a simple file into a flat file does not create a separate error file. Any errors that occur during the conversion are logged in tserrlogyyyymmdd.txt, the error log maintained by the Tserver. See Chapter , "Troubleshooting" for information on reading the error log.

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Two types of errors may be logged. The first type includes general errors (for example, an invalid simple file name was provided or an error occurred while writing data to the disk). The second type of error is caused by invalid data in the simple file. These errors are identified by the phrase "Bulk Admin: error occurred while processing <the name of the simple file>...." Following this phrase is text identifying the type of error and the line on which the error occurred. These errors are listed in the following table.

Table 5-2: Simple File — Processing Errors

Error Text Description and Recovery Procedures

No INFORM1 line in the file

The simple file does not contain an INFORM1 line. No lines of data have been processed. You must add this line. (This error would also occur if the file is not a simple file.)

Invalid file name in column 2 of INFORM1 line

Column 2 of the INFORM1 line does not contain the text "Simple." No lines in the file have been processed.You should change the entry in column 2 of the INFORM1 line to "Simple."

Primary key attribute missing on INFORM1 line

Column 3 of the INFORM1 line does not contain valid data. No data in the file has been processed.You should create a template of the simple file and make sure the column headings in your simple file are the same as those in the template file.

Invalid attribute ID on INFORM1 line

Column 3 or greater in the INFORM1 line contains an entry that is not a valid attribute ID. No data in the file has been processed.You should create a template of the simple file and make sure the column headings in your simple file are the same as those in the template file.

Invalid file name in column 2 on line X

Column 2 of line X does not contain the text "Simple." Data on this line has not been processed.You should change the entry in column 2 of the appropriate line to "Simple."

Invalid primary key on line X, attribute ID = Y

Column 3 of line X is empty. Any other data on the line is ignored.You should provide the data in column 3 of this line.

Invalid opcode in column 1 on line X

The first column of line X does not contain a valid opcode. INFORM1, INFORM2, ADD, IGNOREON, IGNOREOFF and comment lines are valid. This may occur when a new line is accidentally inserted in the middle of the preceding line, so that attribute data is in column 1.

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If an error is encountered while processing the INFORM1 line, none of the data in the file is updated. Errors that occur on individual data lines in the simple file prevent only those lines from being processed. Once you have completed the conversion process you should check the error log and make sure all the data lines in the simple file have been processed. If errors have occurred on individual lines, remove all the lines that were successfully updated, leaving only the lines in error. Fix the errors and restart the conversion process.

Automating the SDB InterfaceIf you want to automate all your SDB administration, you must use the flat file format. This is the only way you can modify or delete existing objects from the SDB. You should be familiar with the section titled The Flat File in this chapter before reading this section.

Order of Data Lines in the Flat File

One important principle that applies to all updates is that Telephony Services does not allow you to make the database inconsistent. That is, you cannot delete an object if it is referenced by another object and you cannot add information if it references another object and that object is not in the SDB. For example, if you are adding a worktop object to the SDB, the device object associated with that worktop must already be in the SDB before you can add the worktop object. You also cannot delete the device object if a worktop object references it.

Since bulk administration updates occur line by line, you must make sure your updates are done in the correct order. The order provided in the flat file template is appropriate for additions to the SDB because objects are added to the SDB before being referenced by other objects appearing later in the file. In the following example, the worktop and device sections appear in reverse order. Therefore, the attempt to ADD the worktop "W4401" will fail because the Device it refers to, "4401," has not been added to the SDB yet.

Figure 5-14: Flat File — Order of Data Lines (Attempted Add)

INFORM1 2 200 201 202

INFORM2 Worktop Worktop Name Primary Device IPX Address

ADD 2 W4401 4401

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This order is inverted for deletions which require that references be removed before an object is deleted. In the following example, the device "4401" cannot be deleted because worktop "W4401" still refers to it.

Figure 5-15: Flat File — Order of Data Lines (Attempted Delete)

You can get around this by adding a second set of INFORM lines in the same flat file. If you want to both ADD and DELETE objects, the flat file can contain a set of INFORM lines in the original order for ADDs and a second set in inverted order for DELETEs for a total of 14 sets of INFORM lines.

Adding Objects to the SDB

You can add objects to the SDB by creating an ADD line in the appropriate section. Column 2 must contain the object type (the value that is in column 2 of the INFORM1 line). Column 3 must contain a unique primary key. This key must be unique within the object type.

INFORM1 4 300 301 302

INFORM2 Device Device ID Device Type Tlink Group

ADD 4 4401 PHONE Any Tlink

INFORM1 4 300 301 302

INFORM2 Device Device ID Device Type Tlink Group

DELETE 4 4401

INFORM1 2 200 201 202

INFORM2 Worktop Worktop Name Primary Device

IPX Address

DELETE 2 W4401 4401

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You can fill in from columns 4 on with the appropriate data. If you do not provide data in a column, one of two things will happen. If the attribute has an assigned default value, that value is assigned to the attribute in the new object. If there is no default, the attribute is empty. See the object attribute tables (Table 5-3, Table 5-4, Table 5-5, Table 5-6, Table 5-7, Table 5-8, and Table 5-9) in this chapter for information about each attribute.

If you want to add new members to an existing group, create an ADD line and give the primary key for the group. List only the new members to be added; you should not include existing members of the group. If you want to add more than five new members, you must use multiple ADD lines.

When granting Unrestricted Access Rights to new or existing members of the User Object group, the following rule applies to specific settings of User Object Attribute values. When granting Unrestricted Access Rights, the following five (5) values must be applied as shown when making manual bulk changes to the SDB using a file:

Modifying Objects in the SDB

To modify an existing object in the SDB, use the MODIFY keyword. Column 3 must contain the primary key of the object to be changed. All columns that contain a non-blank character(s) are changed to the new value in the column, subject to the validations described in the attribute tables. Only the columns that contain a value are updated.

Note:Note: You cannot change the primary key of an object. To change a primary key,

you must delete the existing object and add it back with the new key value.

To blank out an attribute in an object (but not delete the object), use the DELETE keyword, not MODIFY. See the section titled Deleting Objects from the SDBin this chapter.

You cannot modify multi-valued attributes (members of a group); the old attribute value must be deleted and the new value added.

Attribute Name ID Value

Device Monitor Group 103 Unrestricted Access

Call-Dev Monitor Group

104 Unrestricted Access

Call Monitoring 105 TRUE

Call Control Group 106 Unrestricted Access

Routing Group 107 Unrestricted Access

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Deleting Objects from the SDB

To delete an existing object in the SDB, set the keyword in column 1 to DELETE. Column 2 must be set to the value of Column 2 of the INFORM1 line. Column 3 must contain the primary key of the object to be deleted. If only the primary key is entered, the entire object is deleted. If any other attribute column is not blank, then only that attribute is deleted (or blanked out) but the object itself is not deleted. Before an object can be deleted, all references to that object must be changed to something else or blanked out.

If you want to delete an entire group, you can just provide the name of the group (the primary key) in column 3 and set the keyword in column 1 to DELETE. You do not need to delete all the members before deleting the entire group.

To delete members from a group, set the keyword in column 1 to DELETE and put the name of the group (the primary key) in column 3. List the members to be deleted in the appropriate columns. If you want to delete more than five members, you must use multiple DELETE lines.

If you want to delete a single attribute in an object, you must put some character in the appropriate column; you do not need to put in the current contents. Bulk Administration only looks for some indication that this field is to be deleted. Be careful; if you do not indicate at least one attribute to be deleted, the entire object is deleted.

General Rules

The following rules apply when creating simple or flat files:

● Each field in either the simple file or flat file may contain any printable ASCII characters.

● In the examples in this chapter, the extension ".txt" has been used for all flat, simple, and error files. You should actually use the extension that your spreadsheet uses to indicate that the file is in a comma-separated text format. This varies among spreadsheet vendors.

● If you want to include a comma in a field, you must surround the entire field by double quotes. For example, if user name fields are formatted as Last name, first name the field value should be specified as

● "Last name, first name"

● If it is not, the last name and the first name look like separate fields to bulk administration. If you have unbalanced double quotes (you only have one double quote), the results are uncertain. Most likely, the entire line is included in the single field.

● Each object has a primary key that uniquely identifies it. Some attributes in an object may refer to the primary key of another object. These attributes are called foreign keys. For example, the worktop name in a User object refers to a Worktop object with that worktop name. You cannot remove an object if its primary key is referred to by a foreign key in another object.

● Most attributes are case-sensitive. If you use the worktop name "Mary’s Worktop," it is different than the worktop name "mary’s worktop."

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● If you do not want to assign a value to an attribute, do not enter a space in the field. It will be considered a valid entry. An empty attribute is represented by two consecutive commas in both the flat and simple files.

Updating from the Flat File

Once you have created the Flat File, you have two ways to use it to update the SDB. First, you can use the Bulk Administration menu and invoke the "Update SDB" option. Second, the program that you wrote to create the Flat File can invoke the update directly. Several functions [sdbUpdateDataBase() and sdbBackupDataBase()] are included in the TSLIB for Windows. Manual pages describing each function are included at the end of this chapter.

Using Bulk AdministrationThis section describes the high-level procedures for each of the Bulk Administration scenarios described at the beginning of this chapter. Detailed procedures for invoking the bulk administration commands are found in this chapter, in the section titled Invoking Bulk Administration.

Adding Telephony Services Objects to Your SDBfor the First Time

You can create the basic telephony objects in your SDB from data that is available in an existing computer database.

1. Create a set of template files.

Use the "Create Templates" command to create a set of template files on the telephony server in the \TSRV\SDB\BULK_ADD directory.

2. Write a software program to extract data from your existing database in the format given in the simple file template.

See the section titled The Simple File in this chapter for details.

3. Move the file you created to the BULK_ADD directory on the server.

The simple file you created must be in the \TSRV\SDB\BULK_ADD directory on the server where bulk administration will be run.

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4. Update the Security Database with the simple file.

Use the "Update SDB" command to initiate the update. At the "Simple File Name" prompt, enter the name of the file you created in step 2. You can use the default values for the "Flat File Name" and "Error File Name" or you can provide your own file names. Set the "Convert Simple File to Flat File" and "Convert Flat File to SDB" checkboxes.

5. Check the error log (tserrlogyyyymmdd.txt) to see if any errors occurred during the conversion of the simple file to the flat file.

6. Check the bulk administration error file for any errors that may have occurred during processing.

The error file is also an ASCII file, similar to the flat file. You can examine it with a spreadsheet. See the section titled The Error File in this chapter for instructions on how to resolve errors.

Making Bulk Changes to Your SDB

Use this process if you already have Telephony Services administered and want to make a number of changes. Suppose you have 30 users who have previously worked in a group that shared a set of phones. Now these users may use these phones plus another set of 20 phones. You have made up a new device group, "Joint group" and you want to assign it to the 30 users. Their previous permissions allowed them access to the "Sales group" of phones.

1. Use the TSA32 to create the "Joint Group" in your SDB.

2. Back up your Security Database to a file - jointgrp.txt

Use the "Create Flat File From SDB" command to create the "jointgrp.txt" file. This file is created on the telephony server in the \TSRV\SDB\BULK_ADD directory. You should leave the file in this location.

3. Read the "jointgrp.txt" file using a standard spreadsheet.

Read the file as an ASCII (text) file with commas as the field delimiters. Notice that all the data lines have an opcode of "ADD."

4. Remove data lines for objects you do not want to change.

In this example, you are only changing User objects, so you can remove all the Tlink, Tlink Group, Admin Group, Device, Device Group, and Worktop objects.

5. Change the keyword in column 1 from "ADD" to "MODIFY" for all data lines.

If you want, you can remove the data lines of users that you are not updating. This is not necessary since you are modifying objects with the same data as they had before, but you will minimize processing time.

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6. Make the necessary changes to the data lines.

Change the data in the correct row and column. In this example, you are changing the text "Sales group" to "Joint group."

When saving your file, be sure to save it as a comma-separated file, not a text file. If you save it as a text file, tabs are substituted for the commas, causing any subsequent updates to fail.

7. Use the upgrade feature of bulk administration to make the changes in the SDB

Invoke the "Upgrade SDB" command. When you are prompted for a flat file name, enter the name "jointgrp.txt." When asked for an error file name, supply a valid name that does not exist in the \TSRV\SDB\BULK_ADD directory on the server. Clear the checkboxes for both Run-Time options: "Stop processing on non-fatal errors" and "Should ADD overwrite existing records?."

8. Check the error file for errors.

The error file is also an ASCII file, similar to the flat file. You can examine it with a spreadsheet. See the section titled The Error File in this chapter for instructions on how to resolve errors.

Printing Data in Your SDB

You can print the data in your Security Database at any time by generating a flat file and using a spreadsheet to format and print the information.

1. Back up your Security Database to a file (for example, printsdb.txt)

Use the "Create Flat File from SDB" command to create the "printsdb.txt" file. When you are prompted for a flat file name, use a name that does not exist on the telephony server in the \TSRV\SDB\BULK_ADD directory. Comments you enter at this time are saved in the header of the file that is created. Since you are only using this file for printing purposes, you can move it anywhere you like once it is created.

2. Read the "printsdb.txt" file using a standard spreadsheet.

Read the file as an ASCII (text) file with commas as the field delimiters. Notice that the file has a header that includes your comments, the date, and time the file was created and the name of the server.

3. Remove sections you do not want.

Remove sections that are of no interest. If you only want Device, Worktop and User objects, you can remove the rest. You can also remove the INFORM1 lines from the remaining section headers because you are not using this file for subsequent updates. (Without the INFORM1 lines, the bulk administration will not work.)

4. Add any formatting of data and print.

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Updating Your SDB Automatically

Bulk Administration allows you to automate some or all of the administration process. The procedure described below assumes you are creating a flat file with additions, modifications, and deletions of objects in the SDB and then you are manually invoking Bulk Administration. A description of how you automate everything follows the procedure.

1. Create a set of template files.

Use the "Create Templates" command to create a set of template files on the telephony server in the \TSRV\SDB\BULK_ADD directory.

2. Modify your administration program to generate a flat file as changes are made to your corporate database.

See the section on Automating the SDB Interface for details.

3. Move the file you created to the BULK_ADD directory on the server.

The flat file you created must be in the \TSRV\SDB\BULK_ADD directory on the server so that it can be accessed by Bulk Administration.

4. Use the Update Security Database function.

Use the "Update SDB" command to initiate the update. You do not need to enter a simple file name. At the prompt for the "Flat File Name," enter the name of the flat file you created in step 2. You can use the default file for the "Error File Name" or you can provide your own file name. Clear the "Convert Simple File to Flat File" checkbox and set the "Convert Flat File to SDB" checkbox. The remaining options can be cleared.

5. Check the error log file for any errors that may have occurred during processing.

The command should complete successfully. If it does not, refer to Chapter , "Troubleshooting" for an explanation of the error that was returned or the errors that appear in the error file.

To achieve an even higher level of automation, you can modify your administration program to perform steps 2, 3 and 4 in one step in your software update program. It must create the flat file, copy it to the correct directory and invoke the update command using the functions described at the end of this chapter.

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Invoking Bulk AdministrationThe Bulk administration commands appear under the "Bulk Admin" option of the "Admin" menu. Each command involves reading and/or creating files. Bulk administration creates files in the \TSRV\SDB\BULK_ADD directory on the telephony server where the bulk admin command has been run.

If you are prompted for the name of an output file and that file already exists in the BULK_ADD directory, it is overwritten. If not, it is created. You may wish to pick an extension (.xxx) that represents a comma-separated ASCII file for your spreadsheet program (for example, Microsoft Excel uses ".csv").

Creating Templates

This command can be used to create a template of both the flat and simple files used for bulk administration. Each template includes only the section headers for each object type. You can then add data lines and populate each column with the type of data required by the column’s heading. You should not modify the data in the INFORM1 lines.

The default names are:

● SMPLTMPL.TXT for the simple file template

● FLATTMPL.TXT for the flat file template

You must enter names for both files or use the default names provided. Both files are always created.

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Creating Templates Using TSA32

1. From the Admin menu, select "Bulk Admin," then "Create Templates." The "Create Templates" dialog box is displayed:

Figure 5-16: Create Templates Dialog Box (TSA32)

2. Fill in the flat file name and/or the simple file name if you do not wish to use the default names, and select "OK."

The file templates are created for you containing the INFORM lines required by each file type.

Creating a Flat File from the Security Database

The Create Flat File From SDB" command creates a flat file from the SDB. You are prompted for the name of a file to be created containing the Telephony Services objects from the SDB on that telephony server. If you do not provide a name, a default name, BCKUPSDB.TXT, is used.

You can also enter comments that are placed in the beginning of the flat file. A maximum of 40 characters is allowed. The flat file header will also include the date and time the file was created and the name of the server that contained the SDB.

Backing up the SDB Using TSA32

1. From the Admin menu, select "Bulk Admin," then "Create Flat File From SDB." The "Create Flat File From SDB" dialog box is displayed:

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Figure 5-17: Create Flat File From SDB Dialog Box

2. You are prompted for the name of the flat file where the data is to be stored. If you choose, you may enter additional information for the file header at this time.

3. Click "OK."

Updating the Security Database

The Update SDB command is used to initialize the SDB, or to update it periodically. It uses a simple file you created from your existing corporate database to create objects in the SDB.

Usually, this task is performed as a single process that converts a Simple File (created from the corporate database) to a flat file and then, using the flat file, updates the SDB. You can, for reasons described earlier in this chapter, break this process into its two individual steps.

You are prompted for the name of the simple file, flat file, and error file. If you do not supply names, the default names, "SMPLESDB.TXT," "FLATSDB.TXT," and "ERRORSDB.TXT" are used. If a file already exists with the name you chose, it is overwritten.

Updating the SDB Using TSA32

1. From the Admin menu, select "Bulk Admin," then "Update SDB." The "Update SDB" dialog box is displayed, showing tabs for the "Basic" and "Advanced" options:

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Figure 5-18: Update SDB Dialog Box (TSA32) — Basic

2. Fill in the names of the simple file and the error file on the "Basic" tab.

3. Choose the run time options.

4. To run only part of the update or to change the Flat File Name, select the "Advanced" tab.

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Figure 5-19: Update SDB Dialog Box (TSA32) — Advanced

The "Advanced" options tab allows you to break the update process into two steps: converting from the simple file to the flat file and from the flat file to the security database. By default, both steps are performed.

If you want to update your SDB in two stages, set the appropriate checkbox from this tab.

5. Click "OK."

Upgrading the Security Database

The Upgrade SDB command allows you to complete the upgrade of an SDB from an earlier release of Telephony Services to the current release. This command is also used to migrate an SDB from a NetWare Telephony server.

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Upgrading the SDB Using TSA32

1. From the Admin menu, select "Bulk Admin," then "Upgrade SDB." The following dialog box appears:

Figure 5-20: Upgrade SDB Dialog Box (TSA32)

2. Enter the Flat File Name and Error File Name that should be used for the upgrade.

If you are migrating the SDB from NetWare Telephony Service, enter the name of the output file generated by MIGRATE.EXE in the "Flat File Name" field. Refer to the Avaya Computer Telephony 1.3, Telephony Services Installation Guide (INSTALL.PDF) for details.

3. Select the desired run time options, and click "OK."

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Object Attribute TablesThis section contains the following information about each attribute in the SDB:

● The type of data: numeric, alphanumeric, true/false.

● Attribute validations: which checks are made on each attribute value before it can be stored in the SDB.

● Primary key/Foreign Key Relationships: which attributes are foreign keys; that is, which attributes in one object refer to the primary key in another object. Data in these foreign keys must refer to a valid primary key.

Flat file column headings surrounded by asterisks cannot be used to update the database. For example, the "Service Type" column heading for the Tlink object is "**Service Type**," and cannot be updated.

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In the following tables, the attributes preceded by an asterisk cannot be modified using bulk administration.

Table 5-3: User Object Attributes

ATTRIBUTE NAME ID DESCRIPTION ATTRIBUTE RESTRICTIONS

Login 100 Login name 49 char max. Must be unique.

Name 101 Name of user 32 char. max

Worktop Name 102 Worktop name 20 char. max

Device Monitor Group

103 Name of device/device monitoring group

32 char. max. Must be the name of an existing device group or the phrase "Unrestricted Access".

Call-Dev Monitor Grp

104 Name of call/device monitoring group

32 char max. Must be the name of an existing device group or the phrase "Unrestricted Access".

Call Monitoring 105 Call/call monitoring permission

true/false. (Default: false)

Call Control Group 106 Name of call control device group

32 char max. Must be the name of an existing device group or the phrase "Unrestricted Access".

Routing Group 107 Name of routing device group

32 char max. Must be the name of an existing device group or the phrase "Unrestricted Access".

OAM Group 108 Name of admin access group 32 char max. Must be the

name of an existing admin access grp.

Super Admin User 109 Does this user have super set of permissions?

true/false. (Default: false)

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Table 5-4: Worktop Object Attributes

Attribute Name

ID Description Attribute Restrictions

Worktop Name 200 Worktop name 20 char. mas

Primary Device 201 Device identifier of phone on worktop

10 char max. Must be the name of an existing device object.

IPX Address 202 IPX LAN address xxxxxxxx:xxxxxxxxxxxx:xxxx where x is a hex character

26 char max. Must be 8 hex characters, a colon, 12 hex characters, a colon, and 4 hex characters

IP Address 203 IP LAN address xxx.xxx.xxx.xxx where x is a decimal digit 0-9

32 char max. Must be the name of an existing IP address: XXX.XXX.XXX.XXX where each X is decimal and each set of 3 Xs range from 0 to 255.

IP Name 204 IP domain name 100 char max.

Secondary Device Grp

205 Name of device group to which the worktop has access

32 char max. Must be the name of an existing Device Group object.

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Table 5-5: Device Object Attributes

ATTRIBUTE NAME

ID DESCRIPTION ATTRIBUTE RESTRICTIONS

Device ID 300 Device identifier (unique). This is a PBX extension

10 character max.

Device Type 301 Type of device phone, fax, modem, ACD.

Tlink Group 302 Name of PBX that supports this device

32 character max. Must be the name of an existing Tlink Group. (Default: Any Tlink)

Location 303 Location of device

20 char max.

Telephone Number

304 Full telephone no. (for bulk administration only)

20 char max.

Table 5-6: Device Group Object Attributes

ATTRIBUTE NAME

ID DESCRIPTION ATTRIBUTE RESTRICTIONS

Device Group Name

400 Name of device group

32 character max.

Exception 401 Is this an exception group?

true/false (default: false)

Device ID 402 Device identifier of devices in group (multi-valued)

10 char max. Must be the Device ID of an existing device object.

Device ID 402 Device identifier of devices in group (multi-valued)

10 char max. Must be the Device ID of an existing device object.

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Tlink Object Attributes

The attributes in the following table are stored in the Tlink object by the Tserver. They are included for completeness, but you do not need to maintain them. The attributes that are preceded by an asterisk cannot be modified.

Table 5-7: Tlink Object Attributes

Attribute Name ID Description Attribute Restrictions

Tlink Name 500 Name of Tserver link

49 character max

*Service Type 510 Tlink Type 2 - CSTA5 - TSRV_OAM6 - CSRV_OAM7 - SDB_OAM

Table 5-8: Tlink Group Object Attributes

Attribute Name ID Description Attribute Restrictions

Tlink Group Name

600 PBX Name 32 character max

Tlink 601 Name of CSTA Tlink (multi-valued)

49 char max. Must be the name of an existing CSTA Tlink object.

Table 5-9: Admin Group Object Attributes

Attribute Name ID Description Attribute Restrictions

Admin Group Name

700 Name of admin access group

32 character max.

OAM Tlink 701 Name of OAM Tlink (multi-valued)

49 char max. Must be the name of an existing OAM Tlink object.

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SDB Manual PagesThis section contains the following Security Database function descriptions or "manual pages."

● sdbUpdateDataBase( )

● SDBUpdateDataBaseConfEvent

● sdbBackupDataBase( )

● SDBBackupDataBaseConfEvent

● SDBUniversalFailureConfEvent

These functions can be used to automate the administration of the Security Database. They are only available on Windows NT, Windows 2000, or Windows XP clients. Refer to the TSAPI reference manual for a discussion of the TSAPI programming model.

sdbUpdateDataBase( )

The sdbUpdateDataBase( ) service is used to update a Btrieve SDB from data contained in the flat or simple file. This function may be used in lieu of the Bulk Administration feature to automate SDB administration.

The interface can be used in two modes:

● Mode 1: You have created a simple file from data contained in a corporate database and wish to initialize the SDB with this information. You must supply the name of this simple file and set the options field to include SDB_CONVERT_SIMPLE and SDB_CONVERT_FLAT. You may specify the name of the error file to be created; if none is specified, the default file name, errorsdb.txt, is used. You may also choose to enable two additional options, SDB_NON_FATAL and SDB_OVERWRITE.

1. SDB_NON_FATAL - If set, the update stops when a non-fatal error occurs. This error is saved in the error log along with information about the line in error. Fatal errors always cause processing to stop.

2. SDB_OVERWRITE - If set, the update overwrites an existing record with a new record with the same primary key. A copy of the original record is saved in the error log, flagged as a warning.

The conversion process involves two steps: converting from simple file to flat file and then from the flat file to the SDB. The name of the flat file may be specified or the default name, flatsdb.txt, may be used.

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● Mode 2: You have created a flat file and wish to update the SDB. This option allows you to automate the entire administration of the SDB. You must provide the name of the flat file containing the update information and set the options field to SDB_CONVERT_FLAT. You do not need to set the name of the simple file and must NOT set the SDB_CONVERT_SIMPLE option. The two additional options described in mode 1 also apply here.

Syntax#include <acs.h> #include <csta.h> #include <sdb.h>

RetCode_tsdbUpdateDataBase(ACSHandle_tacsHandle,InvokeID_tinvokeID,SDBFlatFileName_t*flatFile,SDBSimpleFileName_t*simpleFile,SDBErrorFileName_t*errorFile,SDBOptions_t*options);

Parameters

acsHandle This is the value of the unique handle to the opened ACS stream. The stream must be opened to a Tserver SDB_OAM service. The stream must be opened with at least TSAPI version 4.

invokeID A handle provided by the application to be used for matching a specific instance of a function service request with its associated confirmation event. This parameter is only used when the invoke ID mechanism is set for application-generated IDs in the acsOpenStream( ) request. The parameter is ignored by the ACS library when the stream is set for library-generated invoke IDs.

flatFile The name of the flat file to be used in the update. If no name is entered, the default name flatsdb.txt is used. For mode 1, this file is created in the \tsrv\sdb\bulk_add directory on the server which is to be upgraded. This file name is required for mode 2 and must be placed in the bulk_add directory prior to invoking the update function.

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Return Values

This function returns the following values depending on whether the application is using library or application-generated invoke identifiers:

The application should always check the SDBUpdateDataBaseConfEvent message to ensure that the service request has been acknowledged and processed by the Telephony Server.

simpleFile The name of the simple file that is to be used in the update. This field is required for mode 1 and not used in mode 2. If no simpleFile name is given, the default name, smplesdb.txt, is used. This file must already exist in the \tsrv\sdb\bulk_add directory on the telephony server.

errorFile The name of the error file to be created during the update. If no name is entered, the default name errorsdb.txt is used. This file is created in the \tsrv\sdb\bulk_add directory on the server which is to be upgraded.

options The set of options that apply to this upgrade. Options may be selected by "OR"ing them together in the options variable. The valid options are:SDB_CONVERT_FLAT SDB_CONVERT_SIMPLE SDB_NON_FATALSDB_OVERWRITEMode 1 requires that options (1) and (2) be set; mode 2 requires that only option (2) is set. Options (3) and (4) apply to both modes (1) and (2).

Library-generated Identifiers

if the function call completes successfully, it returns a positive value, i.e., the invoke identifier. If the call fails, a negative (<0) value is returned. For library-generated identifiers, the return value is never zero (0).

Application-generated Identifiers

if the function call completes successfully, it returns a zero (0) value. If the call fails, a negative (<0) value is returned. For library-generated identifiers, the return value is never positive (>0)

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The following are possible negative error conditions for this function:

Comments

This function can be called from a Windows client running a custom program developed by corporate programmers.

All SDB update requests and file creation occur on the server to which the stream has been opened. If either the flat file or the error file already exists, the file is overwritten without notice: all previous data is lost. All files are created in the \tsrv\sdb\bulk_add directory on the telephony server.

ACSERR_BADHDL This return value indicates that a bad or unknown acsHandle was provided by the application.

CSERR_STREAM_FAILED

This return value indicates that a previously active ACS stream has been abnormally terminated.

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SDBUpdateDataBaseConfEvent

The SDBUpdateDataBase confirmation event provides the positive response from the server for a previous update request. No additional information is returned in the confirmation events.

Syntax

The following structure shows only the relevant portions of the unions for this message.

typedef struct {

ACSHandle_tacsHandle;EventClass_teventClass;EventType_teventType;

} ACSEventHeader_t;

typedef struct { ACSEventHeader_teventHeader; union {

struct { InvokeID_tinvokeID; union {

SDBUpdateDataBaseConfEvent_t updateDatabase; }u;} SDBConfirmationEvent;

} event;} SDBEvent_t;

typedef struct SDBUpdateDataBaseConfEvent_t { Nulltype null;} SDBUpdateDataBaseConfEvent_t;

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Parameters

acsHandle This is the handle for the ACS stream.

eventClass This is a tag with the value SDBCONFIRMATION, which identifies this message as an SDB confirmation event.

eventType This is a tag with the value SDB_UPDATE_DATA_BASE_CONF, which identifies this message as an SDBUpdateDataBaseConfEvent.

invokeID This parameter specifies the function service request instance for the service which was processed at the telephony server or at the switch. This identifier is provided to the application when a service request is made.

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sdbBackupDataBase( )

The sdbBackupDataBase( ) service copies all the information in the security database to a flat file.

Syntax#include <acs.h> #include <csta.h> #include <sdb.h>

RetCode_tsdbBackupDataBase(ACSHandle_tacsHandle,InvokeID_tinvokeID,SDBFlatFileName_t*flatFileNm,SDBComments_t*comments);

Parameters

acsHandle This is the value of the unique handle to the opened ACS stream. The stream must be opened to a Tserver SDB_OAM service. The stream must be opened with at least TSAPI version 4.

invokeID A handle provided by the application to be used for matching a specific instance of a function service request with its associated confirmation event. This parameter is only used when the invoke ID mechanism is set for application-generated IDs in the acsOpenStream( ) request. The parameter is ignored by the ACS library when the stream is set for library-generated invoke IDs.

flatFileNm The name of the flat file to be created. If no name is entered, the default name flatsdb.txt is used. This file is placed in the \TSRV\SDB\BULK_ADD directory on the server that is to be backed up. If the name is the same as an existing file in this directory, the existing file is overwritten without warning that this will occur.

comments A 255 character field that is included in the header of the backed-up file. This is a user specified field.

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Return Values

This function returns the following values depending on whether the application is using library or application-generated invoke identifiers:

The application should always check the SDBBackupDataBaseConfEvent message to ensure that the service request has been acknowledged and processed by the Telephony Server.

The following are possible negative error conditions for this function:

Comments

This function can be called from a client running the TSA32 bulk administration menu or from a custom program developed by corporate programmers.

All data collection and file creation occurs on the server where the SDB to be backed up resides. If the backup file already exists, the file is overwritten without notice: all previous data is lost. All backup files are created in the \tsrv\sdb\bulk_add directory.

Library-generated Identifiers

if the function call completes successfully, it returns a positive value, i.e., the invoke identifier. If the call fails, a negative (<0) value is returned. For library-generated identifiers, the return value is never zero (0).

Application-generated Identifiers

if the function call completes successfully, it returns a zero (0) value. If the call fails, a negative (<0) value is returned. For library-generated identifiers, the return value is never positive (>0).

ACSERR_BADHDL This return value indicates that a bad or unknown acsHandle was provided by the application.

ACSERR_STREAM_FAILED

This return value indicates that a previously active ACS stream has been abnormally terminated.

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SDBBackupDataBaseConfEvent

The SDBBackupDataBase confirmation event provides the positive response from the server for a previous backup request. There is no additional information returned in the confirmation event.

Syntax

The following structure shows only the relevant portions of the unions for this message.

typedef struct {

ACSHandle_tacsHandle;EventClass_teventClass;EventType_teventType;

} ACSEventHeader_t;

typedef struct { ACSEventHeader_teventHeader; union {

struct { InvokeID_tinvokeID; union {SDBBackupDataBaseConfEvent_t backupDatabase; }u;} SDBConfirmationEvent;

} event;} SDBEvent_t;

typedef struct SDBBackupDataBaseConfEvent_t { Nulltype null;} SDBBackupDataBaseConfEvent_t;

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Parameters

SDBUniversalFailureConfEvent

The SDB universal failure confirmation event provides a generic negative response from the server for a previously requested service. The SDBUniversalFailureConfEvent is sent in place of any confirmation event described in this section when the requested function fails. The confirmation events in this section are only sent when that function completes successfully.

Syntax

The following structure shows only the relevant portions of the unions for this message.

typedef struct {

ACSHandle_tacsHandle;EventClass_teventClass;EventType_teventType;

} ACSEventHeader_t;

typedef struct { ACSEventHeader_t eventHeader; union {

struct {

InvokeID_tinvokeID; union

acsHandle This is the handle for the ACS stream.

eventClass This is a tag with the value SDBCONFIRMATION, which identifies this message as an SDB confirmation event.

eventType This is a tag with the value SDB_BACKUP_DATA_BASE_CONF, which identifies this message as an SDBBackupDataBaseConfEvent.

invokeID This parameter specifies the function service request instance for the service which was processed at the telephony server or at the switch. This identifier is provided to the application when a service request is made.

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{SDBUniversalFailureConfEvent_t failure;

}u;} SDBConfirmationEvent;

} event;} SDBEvent_t;

typedef struct { UniversalFailure_terror;} SDBUniversalFailureConfEvent_t;

Parameters

Table 5-10: SDBUniversalFailureConfEvent Error Codes

acsHandle This is the handle for the ACS Stream.

eventClass This is a tag with the value SDBCONFIRMATION, which identifies this message as an SDB confirmation event

eventType This is a tag with the value SDB_UNIVERSAL_FAILURE_CONF, which identifies this message as an SDBUniversalFailureConfEvent.

invokeID This parameter specifies the function service request instance that has failed at the server. This identifier is provided to the application when a service request is made.

error This parameter contains the error returned by the function. See Figure 5-10 and the section titled Security Database Errors in Chapter 11 for more details.

Error Code

Error Name Description

504 SDB_INVALID_STATE The SDB is not in a NORMAL state. Check the version information and correct the problem.

553 SDB_READ_FAILURE The specified name of the simple/flat/error file is not a valid format

554 SDB_FILE_NOT_PRESENT Could not find the simple/flat file name requested.

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552 SDB_WRITE_FAILED Could not write to the flat/error file. This is not a failure to write to the SDB.

544 SDB_INVALID_OPCODE The first column of a line in the simple/flat file contained an invalid opcode. This may occur if the editor used to create the file inserted a new line <CR> on lines that exceeded a preset maximum.

Attribute specific errors If the user has selected the STOP ON NON FATAL ERRORS option, errors on an individual attribute cause processing to stop.

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Chapter 6: TCP/IP Configuration

This chapter describes TCP/IP configuration for the Tserver and Telephony Services clients. It discusses the interaction of TCP/IP with Telephony Services features.

The following topics are discussed in this chapter:

● Connectivity on page 156

● Client Software Modules on page 157

● Server Configuration on page 158

● Win32 Client Configuration on page 159

● UnixWare Client Setup on page 160

● TCP/IP and Tserver Feature Interactions on page 161

● Avaya CT Support for a Firewall Environment on page 166

● Configuring Avaya Computer Telephony with a Firewall between the Avaya Computer Telephony Server and the Client Application on page 169

IntroductionWith Avaya Computer Telephony, clients connect to your telephony server using TCP/IP. During installation, each telephony server is assigned a unique IP address that is used to bind Telephony Services to TCP/IP. (This must be a fixed IP address; DHCP cannot be used to assign this address.) Telephony Services has been assigned TCP Port 450; this is used as the default value if you do not explicitly select a different port number. Both the IP address and port number are specified in a configuration file on the client workstation. When an application wants to establish a connection to a telephony server, TSLIB reads the configuration file and retrieves the IP address and port information.

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ConnectivityFigure 6-1 shows the LAN architecture for Telephony Services. Both servers and clients are included in this diagram; each has a transport module using TCP/IP that is responsible for setting up a connection between a Telephony Services Library (TSLIB) client and a Windows NT, Windows 2000, or Windows XP machine running Telephony Services.

Figure 6-1: Telephony Services LAN Architecture

SERVERAPPL

TCP

CLIENTAPP

TSERVER

TSLIB

TCP

TCP TSLIB

TELEPHONY SERVER

CLIENT WORKSTATION

LAN

SERVER

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Client Software ModulesThe TSLIB for each client platform uses a configuration file to identify the telephony servers available on the network. A summary of the TSLIB modules and configuration files for the different platforms is provided in Table 6-1.

Table 6-1: TSLIB Modules and Configuration Files

Client Type Name of TSLIB Module

Configuration File

Windows CSTA.DLL TSLIB.INI

Windows NT CSTA32.DLL TSLIB.INI

Windows 2000 CSTA32.DLL TSLIB.INI

Windows XP CSTA32.DLL TSLIB.INI

UnixWare libcsta.so /usr/lib/tslibrc

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Server ConfigurationIf you need to change the Tserver’s IP address:

1. From Start, point to Program Files, Avaya Computer Telephony, double-click on "TS Controller."

2. Select the "Advanced" button and then select the "Change IP Address" button. The "Select a New IP Address" dialog displays with a list box containing the current IP address (or addresses).

3. Enter a new address in the "Select a New IP Address" dialog box, then click "OK."

4. Select "Close" to return to the "Telephony Services Controller" dialog box. Click "Close" when done.

You should not need to change the TCP port number to something other than 450 unless you have an application that is using port number 450. If you do need to change the port number, you must modify the \SYSTEM32\DRIVERS\ETC\SERVICES file on the server. Lines in this file have the following format:

service_name port_number/protocol_name [alias [...]] # Comments

The following is a sample SERVICES file with a line for Telephony Services added:

#### Network service mappings. Maps service names to transport# protocol and transport protocol ports.ftp 21/tcptelnet 23/tcp## Host specific functions# Assign port 3000 to Telephony Servicestelephony_server 3000/tcp #Telephony Services

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Win32 Client ConfigurationEach Windows NT, Windows 2000, or Windows XP client that uses TCP/IP to connect to the telephony server must have a TSLIB.INI file. This file has a standard Windows ".INI" format.

The first section of this file is labeled "[Telephony Servers]." Each line in this section identifies a Tserver’s host name or IP address. The line may also contain a port number; if the Tserver’s port number is a value other than "450" (the assigned port for Telephony Services), you must provide the Tserver’s port number.

Each line in the "[Telephony Servers]" section of TSLIB.INI must adhere to the following format:

host_name=port_number

Note:Note: Spaces are not valid in host names.

The following is a sample of a TSLIB.INI file on a client workstation that identifies two telephony servers:

[Telephony Servers];list of Telephony Servers acmehost1=450172.16.80.21=3000

To edit this file, click Start, point to Programs, Avaya Computer Telephony, TS Win32 Client, and click on Edit TSLIB.INI.

If you prefer, you can create a single TSLIB.INI file on a server and direct all clients to use this shared file. The TSLIB.INI file on the server must have a "[Telephony Servers]" section that identifies the telephony servers in your network, as described above.

In addition to creating a TSLIB.INI file on the server, you must create a TSLIB.INI file on each client. In the "[Shared Admin]" section, you must provide a pointer to the TSLIB.INI file on the server.

This pointer has the following format:

tslib.ini=shared_path_name

where shared_path_name is the path name of the shared TSLIB.INI file on the server.

The following is an example of a client TSLIB.INI file that references a server TSLIB.INI file.

[Shared Admin];file option allows administrator to point to;a shared .ini file that lists the serverstslib.ini=h:\tsrv\admin\tslib.ini

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UnixWare Client SetupEach Unix-based client that uses TCP/IP to connect to the telephony server must be able to locate a configuration file containing address information for the Tservers the client needs to access. You can specify the pathname for this file by setting the shell environment variable TSLIBRC. If the TSLIBRC variable is not set, then the client library searches your $HOME directory for a file named .tslibrc. If the client library cannot locate a configuration file after looking in both TSLIBRC and .tslibrc, it then looks for the file /usr/lib/tslibrc.

Each line of the configuration file must have the following format:

host_name port_number# this is a comment

where host_name is an Internet domain name or IP address, and port_number is the TCP port for the Tserver’s name server. If the port_number is omitted, a default value of 450 is assumed.

Note:Note: Spaces are not valid in host names.

The following is a sample .tslibrc file:

# list of the servers that are running Telephony Servicestsrvhost# assume default port number172.16.8.213000# use port 3000

Editing the Template File

A template file, /usr/lib/tslibrc, is created during installation. However, this file contains only sample names and addresses. You must edit it to change the sample information to the actual Telephony Server host name (or IP address) and port information for the servers your Unix-based client needs to access.

Sample Template File

The template for the /usr/lib/tslibrc file looks like this:

# /usr/lib/tslibrc# Blank lines and text beginning with "#" are ignored.# This is a list of one or more hosts offering Telephony Services via TCP/IP.# Either domain name or IP address may be used; default port number is 450# The form is: host_name [port_number] For example:

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tserver.mydomain.com450# domain name style127.0.0.1450 # dotted-decimal IP address# replace the above samples with the actual Telephony Server address(es).# Individual users may override the contents of this file by setting# the TSLIBRC environment variable to the pathname of an alternate# server list (in this same format) or by creating a ".tslibrc" file# in their $HOME directory.

Replace the tserver.mydomain.com and 127.0.0.1 lines with the names (or IP addresses) and port numbers of the Telephony Servers you want to access.

TCP/IP and Tserver Feature InteractionsThe Tserver has several features whose operation depends upon how TCP/IP is configured on your network. These features are:

● Extended Worktop Access — If you check this box, users who log in from a worktop other than their assigned worktop will be able to monitor and control the devices associated with that worktop, as well as monitor and control the devices on their assigned worktop and in their classes of service.

● Automatic Administration of LAN Addresses — If a LAN address is not already assigned to a user’s worktop and you enable this feature, the Tserver automatically fills in the LAN address information the next time the user logs on.

● TCP Preferred Naming Format — Lets you choose either Host Name or IP address as the format for workstation LAN addresses.

The TCP Preferred Naming Format is only used if you have enabled "Extended Worktop Access" or "Automatic Administration of LAN Addresses." If both of the above features are disabled, the TCP Preferred Naming Format setting does not matter. However, for performance reasons, it is recommended that this field remain at the default setting, "IP Address."

Extended Worktop Access

If "Extended Worktop Access" is enabled, then the TCP Preferred Naming Format is used to check User and Worktop object information. The Tserver uses the TCP Preferred Naming Format field to determine if the user is logging in from his/her own worktop.

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If you have chosen "Host Name" format, the Tserver converts the IP address in the connection request message to a host name. It then looks up the User and Worktop object for the person logging in. If the host name in the Worktop matches the converted host name, the user is at his/her own worktop. If the two names do not match but the "Extended Worktop Access" feature is enabled, the user has logged into another worktop and can also control the devices on that worktop. If the two names do not match and "Extended Worktop Access" is disabled, then the user can control only the devices on his/her own worktop.

If you use the "IP Address" format, the Tserver compares the IP address in the open connection request to the IP address in the user’s Worktop object. The Tserver uses the address in the Worktop object to decide if the user is at their own worktop or another worktop. It does not require any host-name resolution.

Automatic Administration of LAN Addresses

If "Automatic Administration of LAN Addresses" is enabled, then the TCP Preferred Naming Format is used to determine how the LAN address is stored on the telephony server.

If you select "IP Address" as your naming format and have enabled "Automatic Administration of LAN Addresses," the Tserver will use the client workstation IP Address when assigning a LAN Address to a user’s worktop (if that field is empty).

TCP Preferred Naming Format

If you use the Host Name format, the Tserver must be able to resolve the host name using some form of host-name resolution, such as Domain Name Services (DNS) or Windows Internet Name Services (WINS). Enter the IP addresses you want to use for host-name resolution in a local HOSTS file, a DNS HOSTS file, or a WINS HOSTS file.

Note:Note: Do not use a LAN Manager Hosts (LMHOSTS) file. This is because the

Tserver only searches for addresses in files with the specific name of HOSTS (no extension). If no HOSTS files are found, slow performance or a time out failure will result.

If You Use DHCP

If you are using DHCP for your clients, you must also have WINS and must use Host Names as the TCP Preferred Naming Format. If you specify aliases for host names, you must use the primary host name in the "Host Name" field of the Worktop object.

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Using TSA32 to Administer TCP/IP

1. From the TSA32, select "Properties" from the "Admin" menu. The "Tserver Properties" dialog box is displayed, showing tabs for "Options," "SDB Log Settings," and "Components."

2. Use the "Options" tab to set the TCP Preferred Naming Format.

3. Click "OK" when done.

TCP/IP Status

You can use the TSM32 display information about the TCP/IP transport protocol for a particular Tlink. The information displayed includes the total number of pending connection requests that are active at the current time. The "Max Used" field indicates the highest

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number of establish connection requests active at one time and allows you to reset the value to zero.

Using TSM32 to Display TCP/IP Status

1. To view TCP/IP information for a specific Tlink using TSM32, select "Tlink Status" from the "Options" menu. The "Tlink Status" dialog box is displayed, showing tabs for "Information," "TSDI," and "TCP/IP."

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2. Select the Tlink you want from the "Tlink" drop-down list (on the "Information" tab). Then select the "TCP/IP" tab.

3. Click "OK" when done.

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Avaya CT Support for a Firewall EnvironmentAvaya Computer Telephony supports firewall configurations between a client endpoint outside your network boundary (firewall) and the Tserver (which, by definition, is within the network boundary or behind the firewall).

Basic Terms and Concepts

Here are some basic terms and concepts that are used in the context of firewalls.

Firewall - In simplest terms a firewall is a network or service boundary that prevents traffic from going from one part of the network to another. Typically a network server acts as this boundary, and this server can be either between the client and the Tserver or it can be between the Tserver and the switch.

Static Network Address Translation - Network Address Translation (NAT) refers to mapping one IP address to another. The term “static” means that the address mappings do not change unless an administrator changes it. From this point forward, this document will use the term NAT to mean “static” NAT. With NAT, a NAT-enabled device typically maintains a table that maps private IP addresses to public, or routable IP addresses, as shown below:

Port Redirection - Port redirection refers to setting up your Firewall to use a network address that includes both an IP address and a port number. .

Note:Note: While Avaya Computer Telephony can operate in an environment that uses

port redirection, the internal and external port that the Tserver uses must be the same.

Private IP Address Routable IP address

192.8.3.1 135.18.5.1

Private IP address Port No Routable IP Address Port No

196.22.11.3 450 135.18.5.1 450

196.22.11.3 1024 135.18.5.1 1024

196.22.11.3 1025 135.18.5.1 1025

196.22.11.3 1026 135.18.5.1 1026

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CVLAN

CVLAN clients communicating with the CVLAN server on Avaya CT are restricted to a single port (9999) for communications. Simply open the appropriate port on your firewall for CVLAN communication.

TSAPI and JTAPI

Avaya CT allows its TCP/IP communication to be restricted to certain ports so that these ports may be secured as appropriate with a firewall. Avaya CT allows this restriction to pertain to only CSTA tlinks or to all Avaya CT links including maintenance and simulator links. Avaya CT can be configured to use a specific range of ports for client and server TCP/IP communication. Along with this range, Avaya CT requires the use of port number 450 to establish the initial communication between client applications and the Avaya CT server. See Figure 6-2 and Figure 6-3 for sample configurations.

Determining How Many Ports to Use

The number of ports you use depends on the number of switches your Tserver supports and the types of TLINKs you want to advertise through the firewall.

● If you have a dedicated Tserver that supports only one switch, and you want to restrict the types of TLINKs you advertise through the firewall to CSTA only, you can specify your minimum range to be as low as one. There would be no other contention for this port if this is a dedicated Tserver.

● If you have a dedicated Tserver that supports multiple switches, and, again, you want to restrict the types of TLINKs you advertise through the firewall to CSTA only, you can specify the minimum to match the number of switches.

● If, however, you intend to advertise other TLINKs through the firewall, such as OAM Tlinks, you would disable the Allow Only CSTA TLINKs setting, and then specify a range large enough to accommodate your needs. Again, the determining factors would be the number of switches your Tserver supports and the number and types of TLINKs you want to advertise through the firewall.

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Firewall Between the Tserver and the Client

Figure 6-2 and Figure 6-3 illustrate two scenarios for setting up a firewall between the Tserver and the client. When administering your firewall, you must allow port 450 to be open in addition to the range of ports you select for the Tserver to use. Avaya Computer Telephony clients rely on port 450 to determine which Tlinks are available.

Figure 6-2: Configuration with one Switch and one Tserver with only one CSTA Tlink

Figure 6-3: Configuration with two switches and one Tserver with CSTA Tlinks and OAM Tlinks

MultiVantage

CSTA TLINK 1024

135.18.5.1

Firewall administrationmust permit communicationover port 450

Client

Client

450DLG

Port19

2.8.

3.1

NIC

TelephonyServer

TLINK

NIC

MultiVantage

192.

8.3.

1N

IC

CSTA TLINK (MVS01)

135.18.5.1

Firewall administrationmust permit communicationover port 450

TelephonyServer

Client

Client

450

DLG

MultiVantage

DLG

1024

CSTA TLINK 1025

CSTA TLINK 1026

CSTA TLINK (MVS02) 1027

CSTA TLINK 1029

CSTA TLINK 1028

Port

MVS01

MVS02

TLINK1

TLINK2

NIC

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Configuring Avaya Computer Telephony with a Firewall between the Avaya Computer Telephony Server and the Client Application

Follow these steps to configure Avaya Computer Telephony server with a Firewall between the Avaya Computer Telephony server and the cllient application

1. Locate the Tsconfig.exe file

(Program Files\Avaya\Avaya CT\tsrv\Program\Tsconfig.exe).

2. Double-click Tsconfig.exe.

The system displays the Telephony Services Configurator dialog box, which prompts you for a password.

3. Type tsp33k and click OK.

The system displays the Telephony Services Configurator dialog box.

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4. Select the TCP/IP tab.

Tsconfig displays the TCP/IP tab. Notice the following settings:

Use a range of TCP ports — by default this selection is unchecked, and the remaining fields — From, To and Allow Only CSTA Links are disabled (greyed-out).

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5. Select Use a Range of TCP Ports.

The system indicates that Use a Range of TCP Ports is enabled (a check mark displays). The From and To fields are activated, and the Allow Only CSTA Links field is enabled, with a checkmark) by default.

6. Complete the From and To fields as follows. In the To field type a number (from 1024 to 49151) that indicates the start of the range of port numbers to use. In the To field, type a number (from the same range) that indicates the terminating number of the range of ports to use.

If you receive an error message while completing this field, see Error Messages Associated with From and To Fields.

Note:Note: Keep in mind that you want to restrict the range to use a minimum number of

ports. The minimum number of ports you can specify is determined by the setting you use for Allow Only CSTA TLINKs. See Step 7 for more information.

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! Important:! Important:Important: If you are using NAT with Port Redirection, the ports on either side of your

firewall must remain the same as those ports configured in Tconfig (the port numbers must match).

7. Follow Step a or b for the Allow Only CSTA TLINKS field.

a. Keep the default setting (enabled) to restrict the specific port assignments to CSTA Tlinks only. This means any other Tlinks you use, such as Tserver OA&M Tlinks or G3 OA&M links will be assigned to random ports outside the range. You can specify a minimum range of one TCP port in this case.

If you receive an error message while completing this field, see Error Messages Associated with From and To Fields.

b. Disable the selection (the checkbox will be blank), which means that all Tlinks (including CSTA and OAM) will be assigned to ports within the specified range. If you disable the selection, you must specify a minimum range of five (5) ports.

If you receive an error message while completing this field, see Error Messages Associated with From and To Fields.

Error Messages Associated with From and To Fields

Use the following table to help you determine how to respond to an invalid entry in the From and To fields.

If you receive this message:

Do the following:

The ports must be between 1024 and 49151.

Retype the entry and make sure you do not specify a range that includes a number less than 1024 or greater than 49151.

At least 1 port is required when the Only Allow CSTA Links is checked.

Retype the entry and make sure you do not specify a range that results in a value less than 1. For example if you specified From: as 1025 and To: as 1024, you would receive this error message.

A minimum range of 5 ports is required when the Only Allow CSTA Tlinks box is unchecked.

Retype the entry and make sure you do not specify a range that results in a value less than 5. For example if you specified From: as 1025 and To: as 1028, you would receive this error message.

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Chapter 7: User Authentication

This chapter describes the user authentication process. User authentication is the way the Tserver determines if a user attempting to establish a connection has provided a valid login ID and password.

The following topics are described in this chapter:

● User Authentication on page 173

● Single Login Authentication on page 175

● Local Login Authentication on page 176

User AuthenticationThe login ID and password are always those of a Windows NT, Windows 2000, or Windows XP user account (use the operating system specific User Manager to add these users. For Windows 2000 use Active Directory Services or Computer Management).

● Avaya Computer Telephony supports NT Lan Manager (NTLM) authentication and Active Directory Services (ADS).

Note:Note: Avaya Computer Telephony supports user authentication using Active

Directory Services but is not Active Directory enabled, and so is not dependent on Active Directory for storing critical information about user authorizations.

Telephony Services authenticates a user against Windows NT, Windows 2000, or Windows XP user accounts in one of the following ways:

● Single Login Authentication - If a user has already authenticated themselves to Windows NT, Windows 2000, or Windows XP, Telephony Services will allow the user to establish a connection by supplying only a login ID. This login ID must be the same as the one used to authenticate to Windows NT, Windows 2000, or Windows XP. This is known as Single Login Authentication. Only Windows-based TSLIB clients with support

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for Microsoft networking can interact with the Telephony Server to establish the identity of a client for Single Login Authentication.

If Single Login Authentication is enabled, and the Security Database is enabled, the user name in the Security Database must be an unqualified (pre-Windows 2000) user logon name associated with a Windows 2000 user in order for Single Logon Authentication to work.

Using Delegate Control in Active Directory Services Users and Computers Console, give the computer that is running the Tserver read permissions on the users objects.

Note:Note: Even though a user has authenticated themselves with Windows NT,

Windows 2000 or Windows XP and is running a Windows-based application (for example, they are using a Windows-based TSLIB client), this does not guarantee that an application will not ask the user for their Windows NT, Windows 2000 or Windows XP password. The application must have taken advantage of TSAPI calls which allow it to ask the Tserver for the login and password requirements.

If all requirements for Single Login Authentication are met, then the application is told that only a login ID is required. If the requirements are not met, then the application is told that both login ID and password are required. The application should use this information to ask only for the needed information. However, if the application is told that only a login ID is required and the application still asks for a password, the password will be ignored by the Telephony Server.

● Local Login Authentication (default configuration) - In Local Login Authentication, a login ID and password are always required by Telephony Services in order to establish a connection.

Telephony Services can run on any Windows NT, Windows 2000 or Windows XP machine which is part of a Workgroup or Domain.

It is recommended that users who will be using Telephony Services have a single Windows NT, Windows 2000 or Windows XP user account. For a single account, the following conditions apply:

● If Telephony Services is running on a Windows NT, Windows 2000 or Windows XP machine which is not a member of a domain, then all user accounts must exist on the Windows NT, Windows 2000 or Windows XP machine.

● If Telephony Services is running on a Windows NT, Windows 2000 or Windows XP machine which is a member of a domain, then it is suggested that all user accounts that exist be added to the domain, rather than the individual servers within the domain. This may be the same domain of which the Telephony Server is a member, or a Trusted Domain of the domain containing the Telephony Server. (Microsoft documentation on also makes similar recommendations about having a single user account.)

● If you have a network configuration which requires the same user login to exist on different Windows NT, Windows 2000 or Windows XP machines and/or domains, Telephony Services SDB administration allows you to qualify a user record’s login ID

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with the name of the Windows NT, Windows 2000 or Windows XP machine or domain. For more information, refer to the section titled Distinguishing Users In Different Domains in this chapter.

Single Login Authentication

The following TSLIB clients have the ability to interact with the Telephony Server to perform Single Login Authentication:

● 32-bit Windows TSLIB (CSTA32.DLL), which operates on Windows NT, Windows 2000 or Windows XP and Windows 95/98. The user must already be authenticated with Windows NT, Windows 2000 or Windows XP prior to trying to establish a connection to the Tserver. (The login ID must be administered on the Windows NT, Windows 2000 or Windows XP server and on the client.) The connection can be established by mapping a drive to a Windows NT, Windows 2000 or Windows XP machine.

Note:Note: Single Login Authentication is not supported through a firewall.

The following methods are available for logging into or mapping drives to Windows NT, Windows 2000 or Windows XP and Windows 95/98 systems.

Logging Into a Windows NT, Windows 2000 or Windows XP Machine

Logging into a Windows NT machine can be effected by any of the following methods:

● Logging into the Windows NT Machine that is running Telephony Services

● Logging into the domain of the Telephony Server

● Logging into a trusted domain of the domain of which the Telephony Server is a member.

Logging Into a Windows 95/98 machine

Logging into a Windows 95/98 machine can be effected by any of the following methods:

● Providing a login ID and password for "Microsoft Networking" that matches a login ID/password combination on the Windows NT Machine that is running Telephony Services

● Providing a login ID and password for "Microsoft Networking" that matches a login ID/password combination in the domain of which the Telephony Server is a member, or

● Providing a login ID and password for "Microsoft Networking" that matches a login ID/password combination in a trusted domain of the domain of which the Telephony Server is a member.

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Mapping a Drive to a Windows NT, Windows 2000 or Windows XP Machine

Mapping a Drive to a Windows NT, Windows 2000 or Windows XP machine can be effected by any of the following methods:

● Mapping a drive to the Windows NT, Windows 2000 or Windows XP machine that is running Telephony Services

● Mapping a drive to the Windows NT, Windows 2000 or Windows XP Primary Domain Controller for which the Telephony Server is a domain member

● Mapping a drive to a Windows NT, Windows 2000 or Windows XP Primary Domain Controller in a Trusted Domain where the Telephony Server is a domain member

Local Login Authentication

If the requirements for Single Login Authentication are not met, then the Tserver and TSLIB client together revert to using Local Login Authentication. In this method of authentication, the user must always supply a login ID and a password, both of which are used by Telephony Services in a Windows NT, Windows 2000 or Windows XP login attempt. If the login is successful, Telephony Services determines where the login occurred (either on a Windows NT, Windows 2000 or Windows XP machine or in a particular domain), then logs the user out. This method requires at least one Windows NT, Windows 2000 or Windows XP client license to be available at the time of the login attempt. Telephony Services processes all Local Login Authentication attempts in a serial manner, so that no more than one available Windows NT, Windows 2000 or Windows XP license is required.

Windows NT, Windows 2000 or Windows XP Search Methods for Local LoginAuthentication

When attempting a Windows NT, Windows 2000 or Windows XP login, a search is performed for a matching login ID and password, in the following order:

● If the Tserver is not a domain member, Windows NT, Windows 2000 or Windows XP will search:

- The local Windows NT, Windows 2000 or Windows XP machine running Telephony Services

● If the Tserver is a domain member, Windows NT, Windows 2000 or Windows XP will search:

- The Domain Controller for a Windows NT, Windows 2000 or Windows XP Machine running Telephony Services

- The Domain Controller in Trusted Domains for the domain in which the Tserver is running

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● If more than one user account in this search path exists with the same login ID and password, then the Telephony Services user is authenticated against the first user account encountered. If this first user account has a password different from the one supplied, Telephony Services will fail the authentication even if there is a user account with the same login ID and password further along in the search path.

Additional Properties for Local LoginAuthentication

In addition to having an existing user account for Local Login Authentication, the user account must also have the following properties:

● The account must be enabled.

● The account must have the "Access the computer from network" User Right assigned to the account on the Windows NT, Windows 2000 or Windows XP Machine that is running Telephony Services.

- If a Windows NT, Windows 2000 or Windows XP Workstation (which is part of a domain) is running Telephony Services and the user account exists in that domain, the user account is given the "Access the computer from network" User Right by default on the Windows NT, Windows 2000 or Windows XP Workstation where Telephony Services is running, not on the domain itself. It is suggested that you create a new global group (such as "Telephony Users") containing every user account which will be using Telephony Services. You would then assign the "Access the computer from network" User Right to this new group on the Windows NT, Windows 2000 or Windows XP Machine running the Telephony Server.

Note:Note: The "Access the computer from network" User Right is a default User Right

in Windows NT, Windows 2000 or Windows XP. For those cases in which the Administrator has limited this User Right, the following are ways to grant this right to Telephony Services users only:

● By default, all users of Telephony Services are granted the "Access the computer from network" User Right. When users access Telephony Services using a login ID that is different from the one they normally use, they exercise this right. In most cases, the login ID a user uses on a daily basis to gain access to Windows NT, Windows 2000 or Windows XP will be the same login ID the user should use to gain access to Telephony Services. For these users, Single Login Authentication will allow them access to Telephony Services without their Windows NT, Windows 2000 or Windows XP password.

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● If the Telephony Server is run on a Windows NT, Windows 2000 or Windows XP Machine in a domain other than the Primary Domain Controller, then the following technique can be used to grant the "Access the computer from network" User Right. Maintain all user accounts on the Primary Domain Controller and create a global group on the PDC which contains users who need to access Telephony Services via Local Login method. Then assign the "Access the computer from network" User Right to this group on the machine running the Telephony Server, not on the PDC. This limits the ability of the Windows NT user to exercise this right only when accessing Telephony Services.

Assigning User Rights

Using the appropriate Windows NT, Windows 2000 or Windows XP user administration utility, be sure to assign the user the "Access the computer from network" right.

Distinguishing Users In Different Domains

Although not recommended, if the Windows NT, Windows 2000 or Windows XP configuration (in which Telephony Services is operating) calls for multiple Windows NT, Windows 2000 or Windows XP user accounts with the same user name, the Telephony Services Security Database can be administered to distinguish between these accounts.

Note:Note: If these accounts actually represent different users requiring different

Telephony Services access permissions, then distinguishing between different user accounts with the same user name would be appropriate. If different Windows NT, Windows 2000 or Windows XP user accounts represent the same user, then there is no need to distinguish between the accounts in the Telephony Services SDB.

You can enter a user name into the SDB using one of the following formats:

● Windows NT, Windows 2000 or Windows XP User Account Name

● Windows NT, Windows 2000 or Windows XP machine Name\Windows NT User Account Name

● Windows NT, Windows 2000 or Windows XP Domain Name\Windows NT User Account Name

When entering a Windows NT, Windows 2000 or Windows XP machine or Domain name before the user name, be sure to separate the two parts with a backward slash ("\"). Do not use spaces.

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When Telephony Services authenticates a user’s request to establish a connection, the Windows NT, Windows 2000 or Windows XP machine or Domain that the account was authenticated against is known to Telephony Services. Telephony Services will first attempt to find a user record in the SDB which includes the authenticating Windows NT, Windows 2000 or Windows XP machine or Domain name. If such a user record does not exist, then Telephony Services looks for a user record with just the user account name. A user record in one of these formats must always exist in the SDB in order for a user to establish a connection with Telephony Services.

The following examples help clarify this concept. In the examples, the Windows NT Primary Domain Controller machine is called "SALES-PDC," and it exists in the Windows NT Domain "SALES." A Windows NT Workstation called "STAFF" also exists, and is a member of the domain SALES. Sally has a Windows NT account on both machines (SALES-PDC and STAFF). Telephony Services is running on the machine STAFF.

Example 1

If Sally is logged into the domain SALES from a different Windows NT workstation within the domain, when she attempts to establish a connection to Telephony Services she is authenticated against her Windows NT user account which exists in the domain SALES. Telephony Services first looks for a user account with the name "SALES\SALLY." If this account does not exist, Telephony Services then looks for a user account with the name "SALLY."

Example 2

If Sam is logged into his own Windows NT Workstation and has mapped a drive to the Telephony Services machine STAFF, when he attempts to establish a connection to Telephony Services he is authenticated against his Windows NT user account which exists on the Windows NT Workstation (STAFF). Telephony Services first looks for a user account with the name "STAFF\SAM." If this account does not exist, Telephony Services then looks for a user account with the name "SAM."

When a user is authenticated against a domain, the domain name, not the name of the Primary Domain Controller, is used to qualify the user name. When a user is authenticated against a specific machine in a domain, the name of that machine is used to qualify the user record.

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Chapter 8: The Tserver

This chapter describes the Telephony Services server software. The following topics are discussed:

● Telephony Server Software on page 181

● Loading and Unloading PBX Drivers on page 193

● Tserver Status on page 197:

Telephony Server SoftwareTelephony Server software comprises the following groups (see Figure ):

● Tserver Group: the Telephony Services software (provided by Telephony Services).

● PBX Driver Group: the software supplied by your PBX vendor to provide an interface to the PBX.

● Server Application Group: the software required to run server applications (provided by Telephony Services).

● Transport Group: the Windows NT, Windows 2000, or Windows XP software provided to establish TCP/IP connections with client workstations or other servers.(The Transport Group is part of the operating system.)

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Figure 8-1: Major Software Groups and Modules

Telephony Server Modules

The major server software modules and interfaces are:

● Tserver. The Tserver’s primary function is routing messages between applications running on client workstations (or other servers) and PBX drivers. When a client application issues a Telephony Services request, the Tserver determines whether to grant the request based on the user permissions in the Security Database. If the client’s request is permissible, the Tserver forwards the request to the PBX driver for processing. The Tserver also receives messages from the PBX driver and routes them to the appropriate client. When configured to do so, the Tserver creates and maintains error logs, message trace files, and traffic logs.

● The Telephony Services Driver Interface (TSDI). The TSDI is the interface between the Tserver and the PBX driver(s) on the server The TSDI allows a PBX driver to "register" services with the Tserver. These services are called Tlinks. After a service has been registered, the Tserver and the PBX driver exchange messages. Resources used by this message exchange are allocated on a per Tlink basis. Telephony Services provides

Server Application Group

A

PBX Driver

(Specific foreach vendor)

Client

Client

Client

OA&M Client

TSLIB

TSLIB

TSLIB

TSLIB

Transport

TServices AdminApplication

PBX-SpecificAdmin Application

Transport Group

PBX Driver Group Tserver Group

TSLIB

TServer

(TSRV)

LogsTraces

SecurityDatabase

Server Application

Cserver

AuthenticationTasks

TCP/IP

TSDI

B C D

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a way to monitor the number of messages waiting to be processed by the Tserver and the PBX driver (by using TSA32).

● The Cserver. The Cserver module provides a second PBX driver interface where messages are encoded using the ECMA-180 protocol definition. It receives messages from the Tserver across the TSDI interface and maps them into ECMA-180 messages exchanged across the CSDI interface. It also provides client session management. This module is required by certain PBX driver implementations.

● The PBX driver. The PBX driver handles the messages that pass between the PBX and the PBX driver over CTI links. Each PBX vendor provides a PBX driver module to be run in conjunction with Telephony Services.

The Telephony Services Controller

The Telephony Services Controller allows a user to start and stop the Tserver.

Note:Note: Be sure there is no traffic to the Tserver before stopping it.

Figure 8-2 depicts the Telephony Services Controller dialog as well as how to use and interpret the various settings.

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Figure 8-2: States of the Telephony Services Controller Dialog

STOPPED - Both "Logging Services"

and "Avaya CT Server Services"are running. The "Stop" button

is disabled.

LOGGING STOPPED - "Logging Services" is running and "Avaya CT ServerServices" is not running, but it is installed.All buttons are enabled.

TSERVER STOPPED - The

"Telephony Services NT Service" is

running and the "Logging Services"

is not running, but it is installed.

All buttons are enabled.If the "Automatically Start Telephony Serviceson Server Boot" checkbox is on, the Logging Services and the TelephonyServices will make these services automaticallystart up when the Windows NT, Windows 2000, or Windows XP machine on which they are installed is booted. The Telephony Services Monitor service is also installed and left with the Automatic Startup option enabled.

NOT INSTALLED - Either or both "LoggingServices" and "Telephony Services NT Services" are not installed. Only the "Advanced"button is enabled because the user must

advance and install the services.

All other states that can be displayed here still have the meaning "UNKNOWN."

If the "Automatically Restart Telephony Services" checkbox is enabled, then the Avaya CTMonitor Server Service will automatically keep tabs on the othertwo services, and if either one stops, will automaticallyrestart it . Pressing the Advance d button displays the

"Telephony Services Advanced Functio ns" screen. The buttons on this screen allo w changing the IP ad dress used by Telepho ny Services, and installing anduninstall ing Telepho ny Services from theService M anager.

When you select "Change IP Address," the "Select a New IP Address dialog displays with a list box containing the current IP address or addresses.

RUNNING - Both "Logging Services" and

are running. The "Start" button

"Avaya CT Server Services"

is disabled

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Telephony Server Options

The Telephony Server options include the following:

● Enable Pop-Up Alarm Notification: Enabling this feature causes a pop-up window to be displayed whenever an alarm occurs. You may want to enable this feature if you are running a mission critical application.

● Advertise Telephony Services Name Server: This field is provided for compatibility with future releases. It should always be enabled.

● Extended Worktop Access: If you check this box, users who log in from a worktop other than their assigned worktop will be able to monitor and control the devices associated with that worktop, as well as monitor and control the devices on their assigned worktop and in their classes of service. See the section titled Extending User Access to Other Worktops in Chapter 3 for more details on this feature.

● Enable Automatic Administration of LAN Addresses: If the LAN address is not already assigned for the user’s worktop and you enable this feature, the Tserver automatically fills in the LAN address information the next time a user logs on. (LAN addresses are only necessary if you are using the "Extended Worktop Access" feature.) See the section titled Automatic Administration of LAN Addresses in Chapter 6 for more details on this feature.

● Transport Layer Options: These fields are used to specify the transport method between client and server. The supported method is TCP/IP. See the section titled Server Configuration in Chapter 6 for a complete discussion of these fields.

Pop-Up Alarms

If you enable the Pop-Up Alarm Notification feature, the system displays a system modal dialog box (on the client workstation where the TSM32 is in use) whenever an alarm occurs on the attached Tserver. The system displays the dialog box even if you have minimized the administration application on your client dialog box. This dialog box must be dismissed before you can do anything. If you do not check the Enable Pop-Up Alarm Notification box, the system logs alarms, but does not display a dialog box. You may want to check this option if you are running critical applications so you can be notified of any problems as they occur.

Telephony Services generates alarms whenever an ERROR or FATAL event occurs on the telephony server. You can select which events cause an alarm to be generated. See the section titled Turning on Error Logging in Chapter 11. You will not see any alarms unless you enable the Pop-Up Alarm Notification feature by checking the pop-up notification box.

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Using the TSM32 to Enable Pop-Up Alarms

1. From the "Options" menu, select "Tserver Properties." The "Tserver Properties" dialog box is displayed.

2. On the "General" tab, make sure that the "Enable Pop-Up Alarm Notification" box is checked.

Figure 8-3: Enable Pop-Up Alarms (TSM32)

Name Server Advertising

This feature enables or disables the advertisement of the Tserver Tlinks. This feature is enabled by default, and it should always be left enabled. It is intended for compatibility with future releases.

Using the TSM32 to Enable Name ServerAdvertising

1. From the "Options" menu, select "Tserver Properties." The "Tserver Properties" dialog box is displayed.

2. On the "General" tab, make sure that the "Advertise Telephony Services Name Server" box is checked.

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Figure 8-4: TSM32 Name Server Advertising

Version and System Status Information

Version and system-level status information can be displayed using the 32-bit Telephony Services Maintenance (TSM32), or 32-bit Telephony Services Administration (TSA32) applications. Table 8-1 lists the type of status information that will be displayed, and indicates which of the Telephony Services Administration and/or Maintenance applications will display that information.

Table 8-1: Tserver and System Status Information

TSM32 TSA32 Status Information Displayed

! Btrieve Version: The version of the Btrieve database engine.

! Cserver: the version number of the Cserver module

! Data Dictionary Version: The current version of the data dictionary. This is a file located in the \Program Files\Avaya\CT\tsrv\sdb directory on the server. This file contains information describing the SDB and is used by the TSRVBTRV module. This version must match that of the SDB files. If they do not match, the TSRVSDB modules cannot interpret the data correctly.

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Driver TSDI OAM Protocols: This set of protocols is similar in function to the Tserver OAM protocols. However, the driver TSDI OAM protocols are used by PBX driver administration applications on the client and the PBX driver.

Old Dictionary Version: The version of the dictnry.old file in the \Program Files\Avaya\CT\tsrv\sdb directory. This file is used to determine if the SDB needs to be upgraded. This is done automatically by Telephony Services. Most of the time this version matches the Data Dictionary Version.

SDB Administration Protocols: Protocol versions used by TSA for SDB administration.

! SDB Driver State: the state of the SDB driver, which can be one of the following. (If the state is other than normal, the system does not work properly.)Normal — The driver is in normal mode.Uninitialized — The most likely cause is a problem with the dictnry.sdb file, which should be in the \Program Files\Avaya\CT\tsrv\sdb directory on the server. If the file has become corrupted, you must reinstall it using a non-corrupted version.Initialized — The TSRVBTRV module initialized correctly but was unable to read the versions of each SDB file. The most likely cause is insufficient memory on the server.Inconsistent — The most likely cause is that the version of one or more of the SDB files on this server do not match the version number of the data dictionary. To remedy this, you need to restore a complete set of backup .dta files (that have a matching version number). Make sure you stop Telephony Services prior to manipulating any .dta files.Old Database — The versions of all the .dta files do not match the version of the dictnry.sdb file. This occurs when the automatic upgrade performed at load time does not complete successfully. Check the error log for an indication of the problem.

Table 8-1: Tserver and System Status Information

TSM32 TSA32 Status Information Displayed

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! SDB File Versions: Each SDB file is stamped with a version number based on the version of the data dictionary that was used when the file was created. These versions must match each other and the data dictionary for security checking to work correctly. The following list contains the version types (italics) and their corresponding file names (bold).SDB User File Version — user.dtaSDB Worktop File Version — wktp.dtaSDB Device File Version — device.dtaSDB Device Group File Version — dlist.dtaSDB Tlink File Version — tlink.dtaSDB Tlink Group File Version — tlist.dtaSDB Oamlink Group File Version — oamlist.dta

! TDI: the version number of the Telephony Services Driver Interface module, TDI.

! TRAFFIC: the version number of the Telephony Services Traffic Reporting module, TRAFFIC.

! TSADV: the version number of the Telephony Services Advertising module, TSADV.

! TSAUTH: the version number of the Telephony Services Authentication module, TSAUTH.

! Tserver CSTA Protocols: the versions of TSAPI that the Tserver supports for CSTA streams.

! Tserver License Size: size of your Telephony Services license.

! Tserver OAM Protocols: The protocol versions that administration applications residing on a client workstation can use to talk to the Tserver. A newer TSA can "talk" to an older Tserver but an older TSA cannot "talk" to a newer Tserver.

! Tserver SDB Driver: the type of database driver in use (TSRVBTRV).

! Tserver SDB Driver Version: the version number of the driver software.

! Windows NT, Windows 2000, or Windows XP Version: version of the operating system that the Tserver is running.

Table 8-1: Tserver and System Status Information

TSM32 TSA32 Status Information Displayed

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! Tserver State: the state of the Tserver, which can be one of the following:Normal — The Tserver is in normal operation mode.Bad License File — A valid license file is not installed on the server.System Error — The Tserver encountered an internal system error while loading. This could occur if you have enabled TCP/IP as a transport method, but TCP/IP is not available or did not initialize properly.

! Tserver Started: the date and time the Tserver started (i.e., month, day, year, hour, minute, and second).

! Tserver: version number of TSRV.EXE module.

! TSLOG: the version number of the TSLOG module

! TSMI: the version number of the Telephony Services Maintenance Interface module, TSMI.

! TSSDB: the version number of the Telephony Services Security Database module, TSSDB.

! TSUSR: the version number of the TSUSR module.

! TSVL: the version number of the TSVL module

Table 8-1: Tserver and System Status Information

TSM32 TSA32 Status Information Displayed

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Using the TSA32 to View Version Information

1. Select the SDB icon in the tree view.

2. From the "Admin" menu, select "Properties." The "Tserver Properties" dialog box is displayed.

3. Select the "Components" tab. This tab displays a dialog box showing component and version information.

Figure 8-5: TSA32 Version Information Page

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Using the TSM32 to View Version Information

1. From the "Options" menu, select "Tserver Properties." The "Tserver Properties" dialog box is displayed.

2. Select the "Components" tab. This tab displays a dialog box showing component and version information.

Figure 8-6: TSM32 Version Information Page

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Loading and Unloading PBX DriversThe Tserver runs as a Windows NT, Windows 2000, or Windows XP service. PBX drivers are implemented as dynamic link libraries (DLLs) that are loaded by the Tserver. A driver may load in one of two ways: it may be configured to load automatically each time the Tserver is started, or it may require manual startup. Similarly, a driver can be unloaded either by the Tserver (when it is stopped) or manually (at any given time).

Telephony Services provides an interface for you to load or unload a driver manually as well as the ability to set a driver for automatic or manual startup. During installation, a driver may or may not tell the Tserver about itself, so you may have to add the driver DLL name to the list maintained by the Tserver.

Driver DLL Information

The status of a DLL is loading, loaded, unloading, or unloaded. A status of loaded indicates that this DLL has been successfully loaded by the Telephony Server and may register and unregister Tlinks. A status of unloaded indicates that this DLL is not currently loaded by the Telephony Server.

Using the TSM32 to Display Driver DLL Information

1. From the "Options" menu, select "Driver DLL Information." The "Driver DLL Information" dialog box is displayed, showing a list of DLLs that are in the Telephony Server and the status of each DLL.

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Figure 8-7: TSM32 Driver DLL Information

2. Click "Refresh" to update the list of DLLs and their status with current information. (You can also accomplish this by dismissing and redisplaying the dialog box.)

Adding DLLs

Follow the steps below to add DLL’s.

1. In the "Driver DLL Information" dialog box, enter the name of the DLL in the "Name of DLL to Add" field. Be sure to include the extension (for example, drivername.dll).

2. Click "Add." The DLL is added to the DLL list box; the status is unloaded.

Note:Note: Do not use paths when entering DLL names, but do include the file

extension (such as .dll). The DLL must be in the System Environment Path of the Windows NT, Windows 2000, or Windows XP machine that the Telephony Server is executing on, or else the Telephony Server will not be able to find the DLL when asked to load it. Adding the G3PD.DLL or SIM.DLL is not a supported option on the Driver DLL Information screen. This can be done by installing the Avaya Computer Telephony ECS Driver for the G3PD.DLL or the Avaya Computer Telephony ECS Simulator for the SIM.DLL.

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Removing DLLs

Follow the steps below to remove a DLL.

3. To remove a loaded or unloaded DLL from the Telephony Server list, select the DLL you want to remove.

4. Click "Remove."

Note:Note: Removing the G3PD.DLL or SIM.DLL is not a supported option on the Driver

DLL Information screen. This can be done by using the Windows Add/Remove programs utility.

Loading and Unloading DLLs

You can load any DLLs that are unloaded, or you can unload DLLs that are currently loaded.

1. If a DLL is listed as "Unloaded," click "Load."

2. If a DLL is listed as "Loaded," click "Unload."

3. To toggle the status of a DLL in the list box, double-click on the DLL name with the left mouse button.

The loading and unloading status may happen so quickly that you do not see the change. If a driver remains in either of these states, this indicates that the driver is having trouble performing the requested action and has not informed the Tserver that it has finished successfully. Check the error log, and refer to your PBX driver documentation for any corrective action.

Note:Note: Loading and Unloading of the G3PD.DLL is not a supported option on the

Driver DLL Information screen. Starting/Stopping the Avaya Computer Telephony Services Controller is the only supported method of loading/unloading the G3PD.DLL.

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Configuring a DLL for Auto Load

Any of the DLLs may be automatically loaded when the Tserver is started.

1. Select the DLL you want to load automatically when the Tserver starts.

2. Click "Enable Auto Load."

3. To disable Auto Load, select the DLL you want, then select "Disable Auto Load."

Note:Note: Enabling/disabling of the G3PD.DLL is not a supported option on the Driver

DLL Information screen. This can be done by changing the auto load option of the Avaya Computer Telephony Services Controller.

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Tserver StatusThe Tserver keeps client usage statistics. When a client opens a connection to a particular Tlink, the Tserver creates a record of the login that opened the connection, when it was opened, the application that opened it and the service provided by the Tlink. A summary of this information is available using the TSM32, or TSA32 application.

The Tserver status dialog boxes provide the following summary information: who has had a connection opened the longest, who has the most open connections and most application instances. Each category has an individual display box on the dialog box. These are not scrollable.

The "Tserver Status Information" dialog box is updated automatically every 5 seconds. You can refresh this screen manually by pressing the "Refresh" button. You can reset the maximum values to zero by pressing the "Reset" button.

The following table lists the type of Tserver status information that will be displayed, and indicates which of the Telephony Services Administration and/or Maintenance applications will display that information.

Table 8-2: Tserver Status Information

TSM32 TSA32 Status Information Displayed

! License Size indicates the size of your Telephony Services license.

! Licenses In Use indicates the number of licenses currently in use.

! Longest open streams lists the login IDs of clients who have had connections with this Tserver for the longest period of time. It also gives the time each connection was opened. The list box displays the oldest connection first.

! Max memory used

! Maximum licenses used

! Maximum SPX logins

! Maximum TCP Logins

! Most Open Streams lists the login IDs with the most open connections to the Tserver and gives the number of open connections for each one. The dialog box lists the login with the most open connections first.

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! Reset starts the system history record keeping from zero. The new history starts as soon as you press Reset. This means the values can change immediately and you might not actually see an initial value of zero.

! SDB connections

! SPX logins indicates the number of users connected to the server via IPX/SPX.

! TCP logins indicates the number of users connected to the server via TCP/IP.

! Tlink Registrations

! Total Memory In Use indicates how much memory is being used by the Tserver

! Used SPX connections

Table 8-2: Tserver Status Information

TSM32 TSA32 Status Information Displayed

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Using the TSA32 to View SDB Status Information

1. Select the SDB icon from the tree view.

2. From the "Admin" menu, select "Tserver Properties." The "Tserver Properties" dialog box is displayed, showing tabs for "Options," "SDB Log Settings," and "Components."

3. Select the "Components" tab. The SDB connections information appears at the bottom of the dialog box, below the Component/Version information box.

Figure 8-8: TSA32 Tserver Status Information

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Using the TSM32 to View Tserver Status Information

Follow the steps below to view the Tserver status information.

1. Open a TSM32 session to the Tserver. Status information for the Tserver appears on the screen in front of you.

Figure 8-9: TSM32 Tserver Status Information

2. To reset system history, press the "Reset" button. This starts the system history record keeping from zero.

The fields that are reset are:

- Max Memory Used

- Maximum Licenses Used

- Maximum SPX Logins

- Maximum TCP Logins

The new history starts immediately.

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Resetting the Refresh Rate

You can change the rate at which Tserver status information is refreshed. The rate affects only the information on the TSM32 status information screen. If you have multiple connections (to other Tservers), any change you make to the refresh rate affects all the Tservers to which you are connected.

1. To reset the refresh rate, select "Refresh Timer" from the "View" menu. The "Refresh Timer" dialog box is displayed.

Figure 8-10: TSM32 Refresh Timer

2. Enter a new time interval, or use the arrows to select a new time interval. Press "OK" when you are done.

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Tlink Status

The Tserver manages the TSDI resources needed by each Tlink.

When the Tserver gets a request from a client application, it creates a TSDI message and puts it in a message queue for the appropriate Tlink. If the PBX driver is idle, it can read this message, process the information and return the memory used by the message to the memory pool for that Tlink. If the PBX driver is busy, the message remains in the incoming message queue until it can be processed.

The system provides a default value for the maximum amount of memory that Telephony Services allocated for the Tlink. Generally, these defaults should be sufficient, but you may want to monitor your resource usage and tune these parameters. If the amount of memory allocated for this Tlink reaches the administered limit, further requests to and from this Tlink are not processed until some of this memory has been released. The Tserver rejects incoming requests from client applications, indicating that it has run out of memory.

Table 8-3 lists the type of status information that will be displayed for each Tlink, and indicates which of the Telephony Services Administration and/or Maintenance applications will display that information.

Table 8-3: Tlink Status Information

TSM32 Status Information Displayed

! Applications is a list box that shows all the different types of applications currently using the Tserver. When an application establishes a connection with the Tserver, it gives the name of the application.

Connections indicates the number of connections to this Tlink. Each client or server that has established a connection is included in this count.

! Current Buffer Space Allocation is the amount of TSDI memory in use by this Tlink. The difference between this number and the TSDI Size is the amount of TSDI memory left available to this Tlink. The amount of memory in use is the sum of the following four fields:Number of Bytes: Queued to DriverNumber of Bytes: Queued to Tserver Number of Bytes: Allocated By Driver Number of Bytes: Allocated by TserverThese four values appear on the "Tlink Information Details" dialog box, while their sum appears on the "Tlink Status Details" dialog box.

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! Flow Control is a mechanism for preventing problems caused by memory exhaustion. When the amount of memory allocated for this Tlink reaches the maximum size of the TSDI buffer, further requests from this Tlink cannot be processed until some memory has been released. If the driver has indicated to the Tserver that it can use flow control, you can change the default flow control level to a higher value. Use the "Tlink Status Information" dialog box in the TSM32 to change the value.If the driver cannot use flow control, the flow control field will be "Disabled," and you will not be able to change the value.

High Water Mark is a threshold at which the TSDI begins to warn the driver and the Tserver that the maximum TSDI Size may soon be reached.

! Invoke IDs provide detailed information about resources used by the Tserver. They are provided in case you have a problem and your service representative needs this detailed information to resolve it.Invoke IDs - In Use indicates the number of unique invoke IDs currently in use by this Tlink. The Tserver guarantees a Tlink that the invoke IDs on all requests within a connection are unique, so the Tserver saves the invoke ID generated by the application and passes the Tlink a unique Invoke ID. When a Tlink responds to an application request with a confirmation message, the application invoke ID is returned to the application. This field indicates how many outstanding client requests a Tlink is currently processing.If your application uses routing selection requests, the number of invoke IDs can get large. This request comes from a client application but has no response from the PBX driver. The Tserver has no way of knowing when to free up the invoke ID. It cleans up IDs that have been around for more than two minutes, but you may see a high level of invoke ID usage for this reason.Invoke IDs - Max Used indicates the largest number of client request messages that have been outstanding at any one time since the Tserver was loaded or since the Max Used field was reset to zero.Reset is provided so that you can reset the Invoke IDs - Max Used field to zero.

Table 8-3: Tlink Status Information

TSM32 Status Information Displayed

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Number of Bytes contains the count of bytes in each of the five possible states: queued to the Tlink, queued to the Tserver, allocated by the Tlink, allocated by the Tserver and privately allocated by the Tserver. The sum of the first four fields equals the total number of bytes currently allocated for this TSDI interface. Compare this total to the TSDI Size to determine if the Tlink is close to reaching its limit. Messages (i.e., the number of bytes in the message) that are privately allocated by the Tserver are not charged against the total memory allocated for this TSDI interface. Currently, the Tserver allocates private TSDI buffers only for keeping track of each new open connection.

Number of Messages contains the count of messages in each of the five possible states: queued to the Tlink, queued to the Tserver, allocated by the Tlink, allocated by the Tserver, and privately allocated by the Tserver. The sum of the first four states equals the total number of messages currently allocated for this TSDI interface. Messages that are privately allocated by the Tserver are not charged against the total memory allocated for this TSDI interface.

! Number of TSDI Bytes contains the count of bytes in each of the five possible states: queued to the Tlink, queued to the Tserver, allocated by the Tlink, allocated by the Tserver and privately allocated by the Tserver. The sum of the first four fields equals the total number of bytes currently allocated for this TSDI interface. Compare this total to the TSDI Size to determine if the Tlink is close to reaching its limit. Messages (i.e., the number of bytes in the message) that are privately allocated by the Tserver are not charged against the total memory allocated for this TSDI interface. Currently, the Tserver allocates private TSDI buffers only for keeping track of each new open connection. (This information is available from the "TSDI" tab of the "Tlink Status" dialog box.)

! Number of TSDI Messages contains the count of messages in each of the five possible states: queued to the Tlink, queued to the Tserver, allocated by the Tlink, allocated by the Tserver, and privately allocated by the Tserver. The sum of the first four states equals the total number of messages currently allocated for this TSDI interface. Messages that are privately allocated by the Tserver are not charged against the total memory allocated for this TSDI interface. (This information is available from the "TSDI" tab of the "Tlink Status" dialog box.)

Open Applications is a list box that shows all the different types of applications currently using the Tserver. When an application establishes a connection with the Tserver, it gives the name of the application.

Table 8-3: Tlink Status Information

TSM32 Status Information Displayed

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! Open Connections indicates the number of connections to this Tlink. Each client or server that has established a connection is included in this count.

! Outstanding Connections indicates the current number of TCP/IP connections to this Tlink. (This information is available from the "TCP/IP" tab of the "Tlink Status" dialog box.)

! Registered indicates whether the Tlink is registered with the Tserver (Yes o r No).

Requested TSDI Buffer Space is the size (in bytes) of the TSDI buffer. This is usually the same as the TSDI size on the "Tlink Information Details" dialog box.

! Stream Type is the type of service that the Tlink (stream) provides. This can be either CSTA or OAM. When the PBX driver registers with the Tserver, it indicates the type of service it provides.

Supported Protocols are the TSAPI versions supported by this Tlink.

! Tlink Security is the security level the PBX driver requested when it registered the Tlink with the Tserver. The possible levels are:None — No checking is done on requests to establish a connection or on any CSTA or OAM request.Login — Checking is done only on establishing connection requests, not on requests across open OAM and CSTA connections.CSTA — Checking is done on requests to establish a connection and on all applicable CSTA requests.

! TSDI Buffer Control provides the following information (described elsewhere in this table):Current Buffer Space AllocationTSDI SizeTSDI High Water Mark(This information is available from the "TSDI" tab of the "Tlink Status" dialog box.)

Table 8-3: Tlink Status Information

TSM32 Status Information Displayed

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! TSDI High Water Mark is the amount of memory allocated for this driver before the TSDI begins to warn the driver and the Tserver that the maximum TSDI Size may soon be reached.

! TSDI Size is the maximum size, in bytes, of the TSDI buffer. If you administer the Tlink and set this value, it becomes the maximum amount of memory the Tlink can use. If you do not administer the Tlink, the Tserver creates a Tlink object when the PBX driver registers the first time. In this case, the PBX driver says how much memory it wants. You can override this value at any time. The minimum value is 65000 bytes and the maximum is 2,100,000,000. The Number of Bytes information shows how close the driver is to reaching this maximum. The TSDI Size must always be larger than the High Water Mark value.

! Version is the build version of the driver providing the service.

Table 8-3: Tlink Status Information

TSM32 Status Information Displayed

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Remember that the resource information is provided on a per Tlink basis. You must first select the Tlink you want to monitor and then display the status information.

Figure 8-11: Tlink Information Details Dialog Box — Flow Control Enabled

1. Change the Max Flow Allowed value as necessary.

2. If desired, click "Reset" to reset the Max Flow Reached value to zero.

Using the TSM32 to View Resource Information

TSM32 gives you three views of Tlink resource status. The first view provides detailed Tlink resource information. The second view provides detailed TSDI resource information for a specific Tlink. The third view shows the outstanding TCP/IP connections for that Tlink.

Viewing Detailed Information

1. Select "Tlink Status" from the "Options" menu. This displays the three tabs that are available for the "Tlink Status" dialog box.

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2. Select a Tlink from the drop-down list on the "Information" tab (the first tab for this screen). The information for that Tlink is displayed.

Figure 8-12: Tlink Status Information Dialog Box

3. If desired, click "Reset" to reset the "Max Used" field in the "Invoke IDs" box to zero.

4. If applicable, change the flow control value.

If the driver cannot use flow control, the flow control field will be "Disabled," and you will not be able to change the value.

If the driver has indicated to the Tserver that it can accept flow control information, you can change the default flow control level to a higher value. The "Information" tab on the "Tlink Status" dialog box will include a "Max Flow Allowed" field and a "Max Flow Reached" field. The following is a sample "Tlink Status" dialog box with Flow Control enabled:

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Figure 8-13: Tlink Status Dialog Box with Flow Control Enabled

a. Change the Max Flow Allowed value as necessary.

b. If desired, click "Reset" to reset the Max Flow Reached value to zero.

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Viewing TSDI Resource Information

1. From the "Tlink Status" dialog box, select the TSDI tab. TSDI information is displayed for the Tlink you selected from the "Information" tab.

Figure 8-14: Tlink Status TSDI Dialog Box

2. Change fields as necessary. The fields you can change are:

● TSDI Size

● TSDI High Water Mark - this field should always be less than the TSDI size.

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Viewing TCP/IP Information

1. From the "Tlink Status" dialog box, select the TCP/IP tab. TCP/IP information is displayed for the Tlink you selected from the "Information" tab.

Figure 8-15: Tlink Status TCP/IP Dialog Box

If desired, click "Reset" to reset the "Max Used" field in the "Outstanding Connections" box to zero.

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User Status

You can get the following information for each user who has an active connection to the Tserver:

● Login ID: the user’s login ID.

● Open Streams: the number of open connections the user has to the Tserver.

● Closed Streams: the number of connections to the Tserver that the user has closed.

● Applications: provides details for all applications associated with a user’s login ID. Indicates the name of the application, the time that the user initially opened the connection, the time that the user closed the connection, and the The Tserver saves information for the 50 most recently closed applications across all users. The number of closed applications displayed for any particular user depends on how recently the applications were in use and how busy the Tserver is.

You can select an individual login and request additional information. You can also elect to drop an active connection or get detailed connection information for that login.

Using the TSM32 to View User StatusInformation

1. From the "Options" menu, select "User Status." The "User Status" dialog box is displayed.

Figure 8-16: TSM32 User Status Dialog Box

2. Select a user from the list. The information in the "User Status Information" dialog box changes for each user.

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Note:Note: Invalid logins can sometimes appear in the "Open Streams" list, even

though the login was not able to open any streams. Invalid logins are included in the list to assist the administrator in tracking any unsuccessful or unauthorized login attempts.

Dropping a User Connection

When you issue a "drop connection" request, the system requires that you confirm your request to drop all connections for the specified user since doing so is a destructive action.

Use the "Drop Connections" procedure with care since doing so is a destructive action. Valid reasons for dropping connections for a user include the following:

● Suspected breach of security connected with this user and/or the user’s application.

● The user’s application may be degrading system performance.

● Troubleshooting procedures indicate the user’s application may be the source of a problem.

Using the TSM32 to Drop a User Connection

1. To drop connections for a particular user, select the user from the list in the "User Status" dialog box.

Figure 8-17: User Status Dialog Box

2. Select "Close All Opened Streams." The "Telephony Services Maintenance" dialog box is displayed.

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Figure 8-18: Drop Connections Confirmation (TSM32)

3. Click "Yes" to confirm.

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Chapter 9: Telephony Services Traffic Measurement

This chapter discusses the Telephony Services Traffic Measurements feature, which provides a traffic viewer for the traffic reports, the traffic log, and measurement alarms.

● Measuring Traffic on page 215

● Telephony Services Traffic Viewer on page 218

● Traffic Reports on page 227

● Traffic Log on page 228

● Measurement Alarms on page 230

IntroductionThe traffic measurements feature allows you to monitor your CTI configuration. The purpose of this feature is to measure the flow of application traffic (CSTA and ACS messages) from clients to the PBX driver and from the PBX driver back to clients. This feature does not include all traffic over the LAN; it includes only the ACS and CSTA messages defined in the TSAPI protocol.

Measuring TrafficTraffic measurements are calculated throughout the system at three interfaces:

● Between the PBX Driver and the PBX. The PBX driver measurements are taken at the interface to the PBX. The measurements consist of the messages the driver sends to the PBX and the messages the driver receives from the PBX. In order for these measurements to be taken, the PBX driver must be written to support the traffic measurements feature.

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● Between the PBX Driver and the Tserver. The TSDI measurements are taken between the interface to the PBX driver and the interface to the Tserver. The measurements consist of the ACS and CSTA messages passed between the PBX driver and the Tserver on behalf of the client. These measurements are reported on a per-Tlink basis.

● Between the Tserver and the Clients. The Tserver measurements are taken at the interface to the client. The measurements consist of the ACS and CSTA requests the Tserver receives from the client and the responses the Tserver sends to the clients.

The following diagram illustrates the interaction of these three interfaces and also lists the measurements taken at each interface:

Figure 9-1: Traffic Measurement Interface Diagram

TSDI Interface

Traffic Statistics

(per PBX Driver)

PBXDriver

Telephony

Server

Arrival RatePeak Arrival Rate

Departure Rate

Departure Rate

Arrival RatePeak Arrival Rate

Average Queue LengthMaximum Queue Length

Average Time in Queue (Overall)Maximum time in queue

Arrival RatePeak Arrival Rate

TServerTraffic Statistics

(aggregate)

DriverTraffic Statistics(per PBX Driver)

Traffic Measurements

Utility

Downlink

Uplink

Downlink

Uplink

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Uplink and downlink refer to the direction of the message in relation to the PBX. Downlink means that the message is being sent in the direction of the PBX. Uplink means that the message is being sent away from the PBX.

One measurement not shown is the rejection rate. Both the PBX driver and the Tserver report a rejection if they cannot allocate the necessary system resources to process a message. The Tserver only rejects messages in the downlink direction and the PBX driver rejects messages in the uplink direction.

By combining the measurements from all of these interfaces you are able to identify any bottlenecks in the configuration and make changes as necessary.

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Telephony Services Traffic ViewerAvaya Computer Telephony provides a Telephony Services Traffic Viewer application for the Traffic Measurements feature. This application administers traffic settings and allows you to view current traffic data and history reports. The application is installed as part of Telephony Services.

From the Start menu select Programs, Avaya Computer Telephony, TS Traffic Viewer. The "Telephony Services Traffic Viewer" dialog box looks like this:

Figure 9-2: Telephony Service Traffic Viewer

The Traffic Viewer dialog box provides access to three sets of information:

● System Level Settings

● Tserver Settings and Reports

● Tlink Settings and Reports

The values for these settings remain as administered throughout a reboot of the server.

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System Level Settings

The System Settings area of the main dialog displays the global settings for the traffic feature. The "Enable Traffic Measurements" check box can be toggled to enable or disable the traffic measurements feature. To enable traffic, you must check this box as well as the individual settings for the Tserver and Tlinks (see "Tserver" settings and "Tlink" settings). The advantage of having this global setting is that it allows you to turn off traffic measurements temporarily without having to change all of the other settings. This allows for easy enabling and disabling of measurements.

The minimum size of the traffic log is 10000 bytes; the maximum is 2,100,000,000 bytes. The default size is 1 megabyte (1,000,000). You can set the peak measurements interval to between 5 and 15 seconds.

Reducing the Size of an Existing Traffic Log

If you reduce the size of an existing traffic log, at the next hour the file will be truncated. If you want to save the traffic data in the file, you must copy it to another name or interface before you change the size of the file.

Note:Note: You must click "Apply" for any changes to take effect.

Tserver Traffic Settings and Reports

The Tserver Traffic Settings and Reports provide traffic information for the Tserver and Tlink, and also provide a "Reset" button so that you can reset the traffic measurements for the entire system.

Tserver Settings/Current Report

Select the "Tserver" button from the "Telephony Services Traffic Viewer" main dialog box to display the "Tserver Traffic Settings and Reports" dialog box.

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Figure 9-3: Tserver Traffic Settings and Reports

Tserver Traffic Settings and Reports

From the "Settings/Current" tab you can enable or disable the Tserver’s traffic reporting interface to and from clients, and reset the downlink peak arrival rate threshold.

You must click "OK" or "Apply" for any changes to take effect.

The "Settings/Current" tab also displays the current traffic being reported by the Tserver. This screen updates every 5 seconds while the screen is active. It will only update if the "Tserver Traffic Reporting" is enabled.

For the downlink direction, the current traffic report shows the arrival count, peak arrival rate, time that the peak was reached, and number of messages rejected. (See Figure 9-4.) This tab also shows the uplink arrival count.

The measurements shown are moved to the traffic history report and to the traffic log on the hour. The values displayed in this report are then reset to zero for the next current hour.

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Tserver History Report

To see the last 72 hours of Tserver data, select the "Tserver History" tab. This report has an entry for each of the last 72 hours (during which the "Tserver Traffic Reporting" feature was enabled). The report contains a line of data for each hour and provides the same information as the Telephony Service Current report. The report does not tell you whether the "Tserver Traffic Reporting" feature was disabled for portions of an hour; it only reports data for the time the feature was enabled.

Figure 9-4: Tserver History

Tlink Traffic Settings and Reports

Select the "Tlink" button from the "Telephony Services Traffic Viewer" main dialog box to display the "Tlink Traffic Settings and Reports" dialog box.

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Figure 9-5: Tlink Traffic Settings and Reports

Tlink Settings

The Tlinks field on the "Settings" tab displays a list of Tlinks from which to choose. This list includes only those Tlinks that have registered with the Tserver as CSTA services. If no CSTA Tlinks are registered, the list will be empty. Tlinks in the list have not necessarily registered with the Tserver for traffic reporting.

When you select a Tlink, the current traffic settings for that Tlink are displayed.

The "Tlink Traffic Registration" field indicates whether the driver has registered for traffic reporting. (If you check the "Enable Tlink Traffic Reporting" field, no measurements will be taken until the driver is loaded again.) If the driver has not registered, no measurements can be taken. You can still check the Enable TSDI Traffic Reporting field and administer any of its alarm thresholds, since TSDI measurements can always be taken regardless whether the Tlink has registered for traffic reporting.

If the Tlink does not register for traffic reporting, consult with the vendor of your PBX driver to see if they support traffic reporting.

If you are using a PBX driver that uses the Cserver module, the "Cserver Setting and Alarm Threshold" will be enabled. This allows you to modify the settings for the Cserver.

You must click "OK" or "Apply" for any changes to take effect.

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Tlink Traffic Reports

For each Tlink, you can display current traffic information or history reports. If you are using a PBX driver that depends on the Cserver module, another page appears on this dialog. This option allows you to display Cserver Traffic History. The history reports do not update automatically, but they do update each time the page is selected.

Tlink Current Report

For your convenience the Tserver traffic measurements are shown here as well as the Tlink related measurements. If you have multiple CSTA Tlinks running on this Tserver, the Tserver measurements include all of this traffic.

All of the measurements are shown here as in the history report except for the TSDI average queue length and queued time. These averages are not calculated until the hour is up. The queued time shown is in milliseconds.

This dialog box automatically updates every 5 seconds while the screen is active. The measurements shown are moved to the Tlink, TSDI, and Cserver history reports and to the traffic log on the hour. The values are then reset to zero for the next hour.

If you are using a PBX driver that depends on the Cserver module, another set of measurements appears under the "Cserver Current Traffic Data" area of this tab. For these measurements to be taken, the "Enable Cserver Traffic Reporting" check box on the "Settings" tab must be enabled.

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Figure 9-6: Tlink Current Report

Tlink History Report

To see the last 72 hours of Tlink data, select the "Tlink History" tab. This report has an entry for each of the last 72 hours (during which the "Tlink Traffic Reporting" feature was enabled). The report contains a line of data for each hour and provides the same information as the current Tlink traffic report. The report does not tell you whether the "Tlink Traffic Reporting" feature was disabled for portions of an hour; it only reports data for the time the feature was enabled.

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Figure 9-7: Tlink History

TSDI History Report

To see the last 72 hours of TSDI data, select the "TSDI History" tab. This report will have an entry for each of the last 72 hours (during which the "Tlink Traffic Reporting" feature was enabled). This report provides the same information as the TSDI current traffic report. The report does not tell you whether the "Tlink Traffic Reporting" feature was disabled for portions of an hour; it only reports data for the time the feature was enabled.

The report also contains the average queue lengths and average queued times. The queued times are shown in milliseconds.

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Figure 9-8: TSDI History

Reset Current Measurements

Select the "Reset..." button from the "Telephony Services Traffic Viewer" main dialog box to reset the current measurements to zero. The confirmation dialog box is displayed, asking you to confirm that you wish to reset these measurements. If you click "Yes," the Traffic Viewer application resets the measurements for the entire system: the Tserver, each Tlink, TSDI, and Cserver.

Figure 9-9: Reset Confirmation

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Traffic ReportsTraffic data such as arrival rates, departure rates, and queue measurements are reported on an hourly basis. At the top of each hour the measurements are gathered for the past hour and are made available on the history report dialog boxes (see the section titled Telephony Services Traffic Viewer in this chapter) and in the traffic log. The history reports display up to 72 hours of data. To view data prior to this time interval, refer to the traffic log. The history reports are lost when the corresponding module is unloaded. For example, unloading a PBX driver causes the history reports for this Tlink (including the TSDI history report) to be cleared. The traffic log, however, retains this information.

The history reports for the Tlink and TSDI measurements contain an entry if either of these interfaces is enabled. If one is disabled, the history report still contains an entry because the other is enabled. The data for the disabled interface is zero, since no traffic measurements are really being recorded for this interface. The traffic log does not contain information for this entry.

The Traffic Viewer also provides a "current" traffic report which automatically updates and shows the measurements as they are being taken for the current hour. At the top of the hour, the measurements on this dialog box are reset to zero since these measurements have been moved to the history report and traffic log.

The peak arrival rates are calculated at a regular interval (known as the Peak Measurement Interval). This interval is administered from the "System Settings" dialog box of the Telephony Services Traffic Viewer. The default value is 15 seconds. The history report and traffic log show the maximum peak arrival rate for each hour.

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Traffic LogIn addition to placing the measurements into the history reports on the hour, the Tserver also writes this information to a traffic log file. This file is maintained in a directory specified during installation (the default path for the file is \Program Files\Avaya\CT\tsrv\logfiles\trafficyyyymmdd.txt). You can read this file at any time, but do not write to it. If you need to modify the data in the file, copy it to another name and modify that copied version, not the original version.

! CAUTION:CAUTION: Do not use MS Word for Windows to view the file. This editor can prevent

the Tserver from accessing the file. This is the only editor known to affect the Tserver. If you open the log with Word, the Tserver can no longer write to the file and traffic data can be lost.

The traffic log is a circular file whose maximum size is set through the "System Settings" dialog box. When the file reaches its maximum size, the Tserver begins overwriting the information from the top of the file, adding a "Last Log Record" message to indicate where it began overwriting information. The Tserver writes to the log at the following times:

● Each hour (for each measurement type [Tserver, Tlink, TSDI] that was enabled during that hour)

● When a PBX driver module (that was reporting traffic measurements) is unloaded

● When the Tserver module is unloaded

The log only contains data for an interface if that interface was enabled for at least part of the hour.

The traffic log contains more information than the history reports since it does not get cleared when the Tserver or PBX driver modules are unloaded. The log contains entries when either of these modules is unloaded, and it can contain more than 72 hours of data depending on the administered size of the log.

Sample Traffic Log

The following is an example of the text that is written to the traffic log at the top of the hour. In this example, a PBX driver has registered with the Tserver to provide CSTA services and to provide traffic measurements. The traffic setting for this Tlink, the TSDI associated with this Tlink, and the Tserver traffic setting have all been enabled. All entries in the traffic log are prefaced with a date and time and an identifier indicating which interface generated these measurements.

4-15-97 11:00:00am DRIVER:PBX_VNDR#CSTASERV#CSTA#SERVERNAME Uplink: 23 Peak: 3 PeakTime: 50:45 Thresh: 372 Interval: 15 Rejected: 0 Downlink: 214-15-97 11:00:00am TSDI:PBX_VNDR#CSTASERV#CSTA#SERVERNAME Uplink:

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34 Peak: 5 PeakTime: 50:45 Thresh: 372 Interval: 154-15-97 11:00:00am TSDI:PBX_VNDR#CSTASERV#CSTA#SERVERNAME Downlink: 43 Peak: 5 PeakTime: 37:31 Thresh: 372 Interval: 154-15-97 11:00:00am TSDI:PBX_VNDR#CSTASERV#CSTA#SERVERNAME QLen Uplink Max: 1 Avg: 1 Thresh: 24-15-97 11:00:00am TSDI:PBX_VNDR#CSTASERV#CSTA#SERVERNAME QLen Downlink Max: 2 Avg: 1 Thresh: 24-15-97 11:00:00am TSDI:PBX_VNDR#CSTASERV#CSTA#SERVERNAME QTime Uplink Max: 0 Avg: 0 Thresh: 14-15-97 11:00:00am TSDI:PBX_VNDR#CSTASERV#CSTA#SERVERNAME QTime Downlink Max: 0 Avg: 0 Thresh: 14-15-97 11:00:00am TSERVER Uplink: 36 Downlink: 37 Peak: 4 PeakTime: 37:31 Thresh: 372 Interval: 15 Rejected: 0

The first entry for the Tlink measurements includes the uplink arrival rate, the maximum peak arrival rate and when this occurred during the hour (minutes:seconds), the administered alarm threshold for this arrival rate, the Peak Measurement Interval, the number of messages rejected, and the downlink departure rate.

The next six entries show the TSDI measurements, with a separate line for the different uplink and downlink measurements. The measurements include the following fields:

● Thresh: contains the administered alarm threshold for the associated measurement

● Max: contains the maximum queue length and queued time

● Avg: contains the average queue length and queued time

The last entry shows a set of Tserver measurements plus the alarm threshold for the downlink peak arrival rate, the Peak Measurement Interval, and the number of downlink messages rejected.

If the TSDI interface had been disabled for the entire hour (see the Tlink Traffic Settings dialog box), the log would contain only a line for the Tlink and for the Tserver. Note that the TSDI traffic history report would contain an entry for this hour as mentioned in the section titled Traffic Reports in this chapter.

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Measurement AlarmsThe traffic measurements feature allows you to set alarm thresholds for certain measurements. This ties in with the Tserver’s alarm notification feature which causes a dialog box to be displayed at the TSA32 or TSM32 when an alarm occurs on the Tserver. When an alarm threshold is reached, the Tserver places an error message in the error log with the severity level of WARNING and sends this error message to the TSA32 or TSM32.

The message indicates which measurement reached its threshold.

Note:Note: Be aware that generating an alarm to the TSA32 or TSM32 ties into the error

log settings. To generate an alarm message, you must ensure that the ALARM destination is set for the WARNING level. Otherwise, an alarm is not generated or sent to the TSA32 or TSM32.

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Chapter 10:The Cserver

The following topics are discussed in this chapter:

● Flow Control on page 233

● Cserver Status Information on page 234

● Client Statistics on page 234

● CSDI Memory Allocation on page 235

● Buffer Usage on page 236

● Message Traffic on page 237

● Displaying Cserver Status Information on page 238

● Error Logging on page 240

● Cserver Message Tracing on page 241

IntroductionThe Cserver (CSTA server) performs certain management and mapping functions on behalf of PBX driver(s) that use the CSDI interface. It receives messages from the Tserver across the TSDI interface and maps them into ECMA-180 messages exchanged across the CSDI interface. It also provides client session management.

PBX vendors may choose to implement either the TSDI or CSDI interface. If the Cserver is not required by your PBX driver, you do not need the information presented in this chapter.

The following figure illustrates how the Cserver fits into Telephony Services:

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Figure 10-1: Cserver Implementation

CSTA Server NLM

PBX Driver NLM

Telephony Server

river Interface (TSDI)elephony Services

OA&M messession

CTI link to switch

river Interface (CSDI)STA Server

PBX DRIVER

CSTA SERVER

Telephony Server

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The CSDI interface is similar to the TSDI Interface in that messages are exchanged between the Cserver and the PBX driver across the interface. At startup, the PBX driver registers services with the Cserver which, in turn, registers them with the Tserver. Each service represents a Tlink. Each Tlink has a set amount of memory available for CSDI communications on that Tlink. The amount of memory is administrable.

Flow ControlFlow control provides a mechanism for regulating the amount of data exchanged across an interface. Like the Tserver, you can modify the amount of memory to be used for messages by the CSDI in passing information back and forth between the Cserver and the PBX driver on a per-Tlink basis. You can also set the high water mark, the point at which flow control is invoked in the Cserver, and the low water mark, the point at which the Cserver returns to normal processing.

The Cserver has four message queues per Tlink:

● Messages waiting to be processed by the PBX driver

● Messages allocated by the Cserver

● Messages waiting to be processed by the Cserver

● Messages allocated by the PBX driver

In addition to the four message queues per Tlink, the Cserver uses an internal queue. As a message is put in any of these queues, the number of bytes needed for the message is added to a total count of allocated bytes for that Tlink. When a message is removed from a queue, the number of bytes is subtracted from the total. If the telephony server is busy, messages may build up in the queues because the various processes do not have enough time to process all the messages. If the count of allocated bytes reaches the high water mark set for that Tlink, the Cserver invokes flow control.

When flow control is invoked, the Cserver does not accept any incoming messages from the Tserver. Since these are client application requests, users see the performance of their application degrade. At the same time, the Cserver lets the PBX driver know that an overload condition exists. The PBX driver may choose to notify the PBX that it cannot handle incoming requests. (This is up to the PBX vendor.) The overload condition is turned off when the count of allocated bytes goes below the low water mark set for that Tlink.

You can affect the performance of the Cserver by modifying the amount of memory available for the message queues and by setting the high and low water marks to reasonable numbers.

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Cserver Status InformationThe Cserver provides detailed status information to let you know how the Cserver resources are being used. The information discussed in this section is available using the TSA32 and TSM32 applications. These interfaces are described in the next section.

Client Statistics

The following parameters are tracked by the Cserver for each Tlink that has registered with the Cserver.

● Driver ID: This is the handle assigned by the Cserver to the Tlink instance. The driver ID is an integer and has the same value as the driver ID returned by the Tserver for any given Tlink.

● Client Sessions: The number of active client connections (sessions) associated with this Tlink.

● Active Requests: The number of active requests associated with this Tlink. An active request is one that has been issued to the PBX driver by the Cserver but has not been responded to by the PBX driver.

● Monitors: When a client starts an application, it may send monitor requests to the PBX asking it to notify the client application when certain events occur. Clients can issue many such requests on a single open connection. The Cserver must keep track of these monitor requests and make sure the event reports from the PBX driver are sent to the correct client application(s). This number represents the total number of active monitor registrations for this Tlink.

● Route Registrations: When a client starts a routing application, it sends routing registration requests to the PBX telling the PBX that the application wants to route all calls to a device on the PBX. Clients can issue many such registration requests on a single open connection. The Cserver must keep track of these registrations and make sure routing messages from the PBX driver are sent to the correct client application. This number represents the total number of active CSTA route registrations for this Tlink.

● Routing Dialogs: When the PBX receives an incoming call that requires routing by a client application, it sends a routing request to the telephony server. This request initiates a dialog that remains active as long as the call is in the process of being routed. The dialog ends when either the client or the PBX sends a Route End message.

● System Status Registrations: TSAPI has a provision that allows client applications to request notification of changes in the status of the PBX. If a client makes such a request, the Cserver keeps track of the request and sends an event when a change occurs. A client can make only one request for each open connection. This field is a

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count of the number of active requests for this Tlink. A maximum of 50 clients can be simultaneously registered for system status.

● System Status: The PBX driver reports the status of each Tlink. The Tlink must be in one of the states described in Table 10-1.

CSDI Memory Allocation

This group of numbers gives details on the currently administered CSDI buffer allocation and usage statistics for this Tlink. Buffer usage is expressed in bytes.

● CSDI Size - the maximum amount of CSDI buffer space available to this Tlink. The default value is 1.5 megabytes but you may modify it. A flow control mechanism is in place to prevent problems caused by memory exhaustion. When the amount of memory allocated for this Tlink reaches this maximum, further requests from this Tlink cannot be processed until some of this memory has been released. The CSDI Usage and Number of Bytes information shows how close the Tlink is to reaching this maximum.

● CSDI High Water Mark - When the amount of memory used by the CSDI for this Tlink reaches or exceeds this value, the Cserver enables flow control and stops processing incoming messages from the Tserver.

Table 10-1: Status of the Tlink

State Description

Initializing The Tlink is initializing. It is temporarily unable to respond to requests

Disabled Monitor requests have been disabled. Other requests may also be disabled, but the Tlink provides a reject response in each case.

Enabled Requests and responses are enabled usually after a disruption. The Tlink enters this state when it is done initializing. This state indicates that there are no outstanding monitor requests.

Messages lost Requests, responses and event reports may have been lost.

Normal Service is normal.

Overload imminent Tlink may reject new requests.

Overload reached The Tlink may shed load and issue Stop Monitor requests to the client. It may also reject additional Service Requests.

Overload relieved The Tlink is no longer in overload.

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● CSDI Low Water Mark - the amount of memory allocated for this Tlink that must be reached (i.e., go below this amount) before the Cserver starts processing incoming messages from the Tserver again.

● CSDI Usage - the amount of memory that is currently being used by this Tlink in its four message queues. If this amount goes above the CSDI High Water Mark, the Cserver stops accepting messages from the Tserver and informs the PBX driver that it has turned on flow control. Flow control is not turned off until this number goes below the CSDI Low Water Mark.

Buffer Usage

This section gives the number of messages on each of the four queues used by the Tlink and the one queue private to the Cserver. The four queues that are tracked are shown in Figure 10-2:

Figure 10-2: Tracking Message Queues

● Queue A (Queued to Tlink, Queued to Driver): This queue contains messages sent to the PBX driver by the Cserver. Messages remain in this queue until the PBX driver processes them and releases the memory.

CSTA ServerPBX Driver

CSDI

A B

C D

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● Queue B (Allocated by Cserver, Allocated by CSTA): This contains messages allocated by the Cserver but not yet sent to any Tlink. These messages can either be put in a queue or the Cserver can release the memory.

● Queue C (Allocated by Tlink, Allocated by Driver): This contains messages allocated by the PBX driver but not yet sent to any Tlink. These messages can either be put in a queue or the PBX driver can release the memory.

● Queue D (Queued to Cserver, Queued to CSTA): This contains messages sent to the Cserver by the PBX driver. These messages remain in the queue until the Cserver processes them and releases the memory.

The statistics for each queue are presented in terms of number of messages in each queue and the number of bytes taken up by these messages. The sum of the bytes in each queue is the value displayed in the Current Usage field. This total is also used to enable and disable flow control.

There is a fifth queue, private to the Cserver. These messages and the bytes used are not charged against the total memory allocated for this CSDI interface. The Cserver uses these buffers to keep track of monitor requests, route registrations, and other items.

Message Traffic

These fields contain the count of messages exchanged over the CSDI and TSDI interfaces for this Tlink since the Tlink registered. The counts are shown as viewed from the Cserver and are displayed according to the four possible types of message exchanges.

● AA - Sent to Tlink

● BB - Received from Tlink

● CC - Received from Tserver

● DD - Sent to Tserver

Figure 10-3: Message Exchange

CSTA Processing

TserverPBX Driver CSTA Server

CC

DD

AA

BB

CSDI TSDI

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Semaphores

These fields contain the values of the register, receive, send, and outbuf semaphores that the Cserver uses for this Tlink. This information is provided for troubleshooting problems.

● The register semaphore (Register) is used for internal thread synchronization purposes during Tlink registration. When Tlink registration is successful, this semaphore should always have a value of 2, corresponding to the two threads created within the Cserver for this Tlink registration.

● The receive semaphore (Cserver receive) is used to manage thread synchronization associated with receiving CSDI buffers from the Tlink. This semaphore is incremented when the Tlink sends a message to the Cserver and is waited on by the Cserver when it wishes to receive a message from the Tlink. The value of this semaphore is typically -1, indicating that the Cserver is waiting for a message from the Tlink but the Tlink has not sent any messages. The value will be 0 or greater when the Cserver receive queue begins to fill with messages that have not yet been received.

● The send semaphore (Tlink receive) is used to manage thread synchronization associated with sending CSDI buffers to the Tlink. This semaphore is incremented when the Cserver sends a message to the Tlink and is waited on by the Tlink when it wishes to receive a message from the Cserver. The value of this semaphore is typically -1, indicating that the Tlink is waiting for a message from the Cserver but the Cserver has not sent any messages. The value is 0 or greater when the Tlink receive queue begins to fill with messages that have not yet been received.

● The outbuf semaphore (Out Buf) is used to manage the use of Cserver internal buffers for message encoding purposes. The value of this semaphore is typically 1, indicating that the buffers are available. The value of the semaphore may temporarily change to 0 or -1 when message traffic is passing through the Cserver.

Internal Buffer Sizes

These fields display the sizes in bytes of Cserver internal buffers used for message encoding and decoding purposes. The buffers may grow as needed up to 65,344 bytes. The buffers grow in size as needed according to the sizes of the messages being passed between the Cserver and Tlink. This information is displayed for troubleshooting purposes only.

Displaying Cserver Status Information

The status information described in the section titled Cserver Status Information is available through the TSA32 and TSM32 applications. (The only fields you can change for the Cserver are CSDI size, High Water Mark, or Low Water Mark.)

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Using TSM32 to View Cserver Status Information

1. From the "Options" menu, select "Tlink Status." The "Tlink Status" dialog box is displayed, showing tabs for "Information," "TSDI," "TCP/IP," and "CSDI."

Figure 10-4: Tlink Status Dialog Box

2. Select the "CSDI" tab to view Cserver information for this Tlink.

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Figure 10-5: Tlink Status — CSDI Tab

3. Click "Cancel" to return to the "Telephony Services Maintenance" main dialog box. (If you made any changes to the CSDI size, High Water Mark (HWM), or Low Water Mark (LWM) fields, click "OK" to accept the changes.)

Error Logging

The Cserver uses the same error log as the Tserver and the SDB drivers, presenting a chronologically accurate trace of events. Errors are categorized by severity: TRACE, CAUTION, AUDIT_TRAIL, WARNING, ERROR, and FATAL. Each error logged includes the date, time, location of the error, a specific error code, and supporting text for each error. You can choose the destination for errors by their severity. See Using the TSA32 to Administer the Security Database for more details.

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Cserver Message Tracing

Cserver message tracing assists in troubleshooting by allowing you to see the flow of messages into and out of the Cserver for a set of users or a set of Tlinks. The Cserver message tracing facility logs to the same message trace file as the Tserver. This way, if Tserver message tracing is also enabled, the trace output generated by both the Tserver and Cserver can be viewed together in the same file.

For more details on Message Tracing in the Cserver, refer to Chapter , "Troubleshooting".

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Chapter 11:Troubleshooting

The following topics are discussed in this chapter:

● Problem Areas for Troubleshooting on page 243

● Troubleshooting Mechanisms on page 261

● Error Codes on page 286

● ACS Universal Failure Events on page 292

● Security Database Errors on page 317

Problem Areas for Troubleshooting This section deals with identifying the source of a problem and taking a corrective action. The troubleshooting areas in this section are the following.

● Tserver

● Application

● User Permissions

● Version Information

● Automatic Administration of LAN Addresses

● SDB

The Troubleshooting Flowchart (see Figure 11-1) provides you with a step-by-step method for general troubleshooting.

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Figure 11-1: Troubleshooting Flowchart

Common Tserver Problems

The Windows NT, Windows 2000, or Windows XP machine where Telephony Services is installed must be available and must be running Telephony Services. If you cannot access the telephony server you want, verify that the Windows machine on which the telephony server is loaded is up and is functioning properly.

You can verify the state of the Tserver by opening the “Telephony Services” application. (You can open this application by selecting “Telephony Services” from the “Services” icon in the Control Panel, or by selecting the “ Telephony Services Controller” icon in the

SEE APPLICATIONPROBLEMS

SEE ERRORCODES

SEE APPLICATIONPROBLEMS

CAN YOU MAKECALL USINGPHONE?

CALL PBXADMINISTRATOR

DOESAPPLICATIONWORK FORSOME USERS?

DOESAPPLICATIONCOME UP?

IS FILESERVERUP? SEESERVERAVAILABILITY

SEE SERVERAVAILABILITY

DOESTESTCALL

WORK?

SEE ERRORCODES

PERMISSIONPROBLEMS?SEE PERMISSIONS

SEE ERRORCODES

YES

YES

YES

YES

NO

YES

NO

NO

NO

NO

NO

YES

YES

NO

DOESAPPLICATIONDISPLAY ERRORCODES?

NO

APPLICATION

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“Telephony Services for Windows NT”.) This application shows the last known state of Telephony Services. Click on the “Refresh” button to ensure that the information being displayed is up to date.

The following sections present common Tserver problems you may encounter, as well as recommendations for solving them.

Tserver Authentication Problems

If you are unable to log on to the Tserver, it may be due to one of two problems:

● If you receive the message “No Logon permission” (ACS Universal Failure 111), then you need to be granted the following User Right: “Access the computer from network”. See User Authentication and Assigning User Rights in Chapter 7 for more information.

● If you receive the message “Bad login or password” (ACS Universal Failure 25), try the following:

- Use the Windows NT or Windows XP User Manager to verify that the login is a valid Windows Username. For Windows 2000 use Computer Management.

Note:Note: The information in the following steps may vary if you are using Windows

2000 Computer Management.

- From the Windows User Manager, check the setting of the option “User Must Change Password at Next Logon.” If this checkbox is set, either clear the checkbox, or log into the Windows machine and change your password.

- If you are not certain you are using the correct password, use the Windows User Manager to reset the password to a known value.

- From the Windows Control Panel | Network Control Panel | Adv IPX Tab, make the following selections:

1. Disable “Use all detected frame types.”

2. Under “Use only the following connection type” pick the connection type (for example, Ethernet_8.02.2) that matches your network.

This error may also be returned if the login being validated against exists in a Trusted Domain of the Domain in which the Tserver is running, and this login is disabled in the Trusted Domain.

Tserver Initialization Problems

When the Tserver does not initialize properly, the following behavior may be observed:

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● The Tserver will not start when using the Telephony Services Controller or the Services control panel. The first time Telephony Services is started, it performs several additional tasks, including creating the Security Database and adding entries to the Windows NT, Windows 2000, or Windows XP registry. On a 486-class machine, Telephony Services may not be able to complete these tasks in the time allotted. If the following message is displayed, attempt to start Telephony Services again:

Couldn’t start Telephony Services: The service did not respond to the start request in a timely fashion.

● You are unable to establish a connection to the Tserver. An ACS Universal Failure 19 (No SDB) is returned for the acsOpenStream() request.

For new installations, verify the following:

● The system was restarted after the installation.

This is a requirement, although no message is displayed about this during the installation procedures.

● Installation procedures completed successfully.

No errors were received during the installation of each component selected, and there was a message indicating a complete install for each component.

● Btrieve software was installed.

The Tserver requires the Btrieve software to be installed on the machine. Make sure that this component was selected during the Tserver installation.

● Tserver’s IP address is correct.

Execute the Telephony Services Controller and select the “Advanced” button. Verify that the IP address is the IP address configured for one of the NICs on the Windows machine. If it is not correct, select “Change IP Address” and enter the correct address.

For existing installations, verify the following:

● The Tserver unloaded properly.

If the Tserver was running previously and it stopped unexpectedly (i.e., crashed), it might have unloaded improperly. At this point, the Windows machine needs to be restarted.

● The current Microsoft® service pack is installed.

From the Windows NT, Windows 2000, or Windows XP Program Manager, choose “Help” and then “About.”

● All of the Telephony Services software components are installed.

If you install any service packs or if you upgrade Windows software on a machine that already had Telephony Services installed, make sure you reinstall all of the Telephony Services software components, including Btrieve. Then, try to restart the Tserver.

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Tserver Not Listed as a Service

If there is a power loss, or if there is any type of reboot without first performing a normal Windows NT, Windows 2000, or Windows XP shutdown, the Tserver may not appear as an installed service in the “Services” control panel, even though the product is installed. If this occurs, try the following:

1. From the Start menu select Program Files, Avaya Computer Telephony, TS Controller.

2. Select the “Advanced” button, then select “Install Service” from the “Telephony Services Advanced Functions” dialog box.

Tserver Uninstalled While Still Running

The Telephony Services Controller “Advanced” feature allows you to uninstall the Tserver service while it is still running. If you then attempt to stop the Tserver from the control panel (by selecting the service in the “Services” dialog box and selecting the “Stop” button), you will see the following error:

Server name invalid

To prevent this error, do the following:

1. Stop Telephony Services using the “TS Controller.” (click Start, point to Program Files, Avaya Computer Telephony, TS Controller. Select “Stop” from the main window of the “TS Controller.”)

2. Unregister this service with the Windows Service Manager by selecting the "Advanced" button from the main window of the "Telephony Services Controller." Select "Uninstall Service" from the "Telephony Services Advanced Functions" dialog box.

3. From the "Telephony Services for Windows NT" program group, double-click on the "unInstall Telephony Services" icon. When the uninstall program completes, a dialog box appears, indicating the components that have been removed from your system. Click "OK" to complete the uninstall process.

Note:Note: Should you need to reinstall the Telephony Services software, it is

recommended that you do not uninstall the currently installed Telephony Services software before performing the reinstall. This is because many of the parameters used by Telephony Services are stored in the Windows registry. When the software is uninstalled, these parameters are also removed. Use the uninstall procedure only if it becomes necessary.

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Tserver Hangs While Trying to Access Novell NT Requester

If you are trying to access Novell’s NT Requester Version 3.5b (Novell’s NetWare Client for NT V3.5b) and your login and password combination do not exist on the NetWare machine on which the Requester is administered, the Tserver will hang. No one will be able to open a stream to the Tserver. This is because Avaya Computer Telephony is not compatible with Version 3.5b of Novell’s NetWare Client for NT.

If you want to access the "Client Service for NetWare", you must install or upgrade to Version 4.0 of the NetWare Client for NT.

Problems Opening a Stream

If no Tlinks are listed when the user begins the application, or if the application displays a message indicating that a -5 error (No servers found) has occurred, check the following:

● Is the Tserver running?

Verify the current state of the Tserver from the Telephony Services Controller. Click "Refresh" to ensure that the information being displayed is up to date.

● Is the driver loaded?

Use the "Driver DLL Information" dialog box from the TSA32 or the TSM32 application to verify that the driver is loaded.

● Is TCP/IP installed on the client?

For Win32 clients, double-click on the "Network" icon in the Control Panel to check the client configuration.

● Is there TCP/IP connectivity between the server and the client?

From the Telephony Server, open an MS-DOS® window and enter the following: ping <client IP address>

- If TCP/IP connectivity exists, the ping utility will display four messages indicating that a reply was received from the client.

- If TCP/IP connectivity does not exist:

● Verify the physical wiring for the client and the server.

● Verify that the LAN cards in the client and server are configured properly.

● Check the link integrity settings for the LAN cards and for any Ethernet hubs to which the client and server are connected.

● Does the Telephony Services Library configuration file on the client (TSLIB.INI or tslibrc) contain the correct IP address and/or host name of the installed Tservers?

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● If the Telephony Services Library configuration file on the client contains host names instead of IP addresses, is host name resolution (Domain Name Services [DNS] or Windows Internet Name Services [WINS]) configured and working?

● Does the client have the current Telephony Services Library installed?

If the available Tlinks are listed but the open stream request fails, the following ACS Universal Failure Errors may indicate the problem:

Problems Accessing a Device

Frequently, application errors will result because you do not have the correct permissions assigned in the Security Database. To determine whether users have permissions to access a device, the Tserver checks:

the devices associated with the user’s assigned worktop. Users always have permission to monitor and control the devices associated with their assigned worktop.

TSERVER_NO_USER_RECORD (26)

The user is not administered in the SDB.

TSERVER_OLD_TSLIB (90) The Telephony Services software on the client needs to be updated.

TSERVER_DRIVER_LINK_UNAVAILABLE (1007)

The PBX driver is loaded, but the CTI link is currently unavailable.

TSERVER_NO_LOGON_PERMISSION (111)

You do not have the Windows NT “Access the computer from network” User Right. See and Assigning User Rights on page 178.

TSERVER_BAD_PASSWORD_OR_LOGIN (25)

Has the user been administered in Windows NT, Windows 2000, or Windows XP? Are the login ID and password correct? See "Tserver Authentication Problems" earlier in this chapter.

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● the user’s Access Rights options. Depending on the type of request, the Tserver will check the device group assigned to the user’s Call Control, Device/Device Monitor, Call/Device Monitor, or Routing Access Rights to see if that device group contains the device.

Note:Note: The Access Rights options are the only way to grant users Call/Device

Monitor and Routing permissions.

● the devices associated with the worktop to which the user is logged in, provided that the Extended Worktop Access feature is enabled. When the Extended Worktop Access feature is enabled, the Tserver searches the Security Database for a worktop with the same LAN address as the client workstation to which the client is logged in. If a match is found, the user is permitted to monitor and control the devices associated with that worktop.

If the user does not have permission to access a device, the Tserver will return one of the following ACS Universal Failure Errors:

Table 11-1: ACS Universal Failure Errors — Problems Accessing a Device

TSERVER_NO_DEVICE_RECORD (27) The device is not administered in the SDB. Use the TSA32 application to create the device in the SDB and to associate it with the user’s worktop or Access Rights options.

TSERVER_DEVICE_NOT_SUPPORTED (35) The devise is assigned to a specific Tlink Group, but the user is trying to access the device on a stream for a Tlink that is not a member of that Tlink Group. Ensure that the user opened the stream to the correct Tlink. If so you can either:● add that Tlink to the Tlink Group

specified for the device, or ● specify a different Tlink Group for

the device that includes that Tlink.

TSERVER_DEVICE_NOT_ON_HOME_LIST (49) The user has an assigned worktop, but this device is not associated with that worktop. You can either:● associate the device with the

user’s worktop, or● assign the device to the user’s

Call Control and/or Device/Device Monitoring Access Rights options.

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TSERVER_DEVICE_NOT_ON_ AWAY_LIST (51) The user does not have an assigned worktop. The worktop from which the user is logged in is administered in the SDB, but this device is not associated with that worktop. You can either:● assign a worktop to the user that

includes the device, or● associate the device with the

worktop from which the user is logged in, or

● assign the device to the user’s Call Control and/or Device/Device Monitoring Access Rights options.

TSERVER_DEVICE_NOT_ON_CALL_CONTROL_LIST (50)

The user does not have an assigned worktop. The user is assigned Call Control Access Rights permissions, but the device is not a member of their Call Control Access Group. You can either:● assign a worktop to the user that

includes the device, or● assign the device to the user’s

Call Control Access Group.

TSERVER_DEVICE_NOT_ON_ MONITOR_DEVICE_LIST (53)

The user does not have an assigned worktop. The user is assigned Device/Device Monitoring Access Rights permissions, but the device is not a member of their Device/Device Monitoring Access Group. You can either:● assign a worktop to the user that

includes the device, or● assign the device to the user’s

Device/Device Monitoring Access Group.

TSERVER_DEVICE_NOT_ON_ MONITOR_CALL_DEVICE_LIST (54)

The user is assigned Call/Device Monitoring Access Rights permissions, but the device is not a member of their Call/Device Monitoring Access Group. Assign the device to the user’s Call/Device Monitoring Access Group.

Table 11-1: ACS Universal Failure Errors — Problems Accessing a Device

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Problems Loading a Driver

You can load and unload drivers using the "Driver DLL Information" option in the administration software (the TSA32 or the TSM32 application - see the section titled Loading and Unloading PBX Drivers in Chapter 8). When you enter a DLL name in the "Name of DLL to Add" field, the application does not check if this name is valid or not. The only time this is determined is when the Tserver actually tries to load the DLL you named. If the name is invalid, the following error message is displayed:

TSERVER_DEVICE_LIST_EMPTY (63) The user is not allowed to perform this type of request on any device. Depending on the type of request, you can either:● assign a worktop to the user that

includes the device, or● assign the device to the

appropriate Access Rights options.

TSERVER_EXCEPTION_LIST (39) The device is a member of an Exception Group that is associated with either the user’s assigned worktop, the user’s Access Rights options, or, if the Extended Worktop Access feature is enabled, the worktop from which the user is logged in. Determine which of these groups is the Exception Group that contains the device, and remove or change the group assignment.

TSERVER_USERS_RESTRICTED_HOME (30) the user is logged in from a worktop other than their assigned worktop, but the Extended Worktop Access feature is not enabled. You can either:● change the user’s assigned

worktop to the worktop from which they are logged in, or

● associate the device with the user’s assigned worktop, or

● assign the device to the user’s Call Control and/or Device/Device Monitoring Access Rights options, or

● enable the Extended Worktop Access feature.

Table 11-1: ACS Universal Failure Errors — Problems Accessing a Device

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Load of driver library failed

This message can mean either a bad DLL name was provided, or that a valid DLL failed to load for other reasons.

To ensure that the DLL is properly loaded, verify the following:

● The DLL name you want to add is valid.

Use the TSA32 or the TSM32 application to remove the bad DLL name, then add the correct DLL name.

● The driver and its supporting DLLs are located in the system environment path.

If the Telephony Services software was just installed, try rebooting the server.

Application Problems

If the application does not come up at the client workstation, consult the installation procedures for the specific application. Refer to the appropriate chapters of the installation manual for detailed information on installing client and server Telephony Services; versions required for the various files; and minimum requirements for both the client and server (processor, RAM, software versions).

If an application is not working, but has worked in the past, a recent change or upgrade could be the cause. If this is the case, back out the change or upgrade and see if the problem still exists.

If an application is not working on a particular workstation but is working for others and it appears that the appropriate Telephony Services files are in place, try the following:

● Refer to the application documentation. Are the user parameters, especially permissions, administered correctly for the application?

● In order for TSLIB for Windows to work properly, Windows must be running in the enhanced mode (meaning that you must have typed "win" to enter Windows). The Windows Program Manager Help window displays the operating mode of the client workstation.

● If you receive the message “No logon permission” (ACS Universal Failure 111), then you need to be granted the Windows User Right: “Access the computer from network”. See Assigning User Rights on page 178.

● If you see an error indicating that the login or the password is incorrect (such as ACS Universal Failure Event 25, "Bad login or password"), verify that the login and password are correctly administered in the server operating system.

● If you receive this message when trying to open a connection to the Tserver and you know your password is correct, you may have to change your password. From the Windows NT, Windows 2000, or Windows XP User Manager application, check the option "Users Must Change Password at Next Logon." If this is option is enabled, have the user change their password and log on again.

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● If you see an error indicating that no user record is present (ACS Universal Failure Event 26), the user attempting to login has a login but does not have a User object in the SDB. You must add this user to the SDB.

Changing User Permissions

Telephony Services requires that users be administered in Windows NT, Windows 2000, or Windows XP and in the security database with the appropriate permissions to access the devices that will be used by their application. If this has not been done correctly, then any requests made by the application on behalf of that user will fail. The most common problems are summarized in the section titled Common Tserver Problems.

If the application is working for some users but not for a particular user, there might be a problem with the permissions for that user. First, see if the user can log in from another workstation that is functioning properly. If they can log in from the other workstation, the problem probably is the workstation. If they cannot log in from another workstation, the problem is likely to involve permissions.

To determine this, run the TSTEST application, then check for a specific error code that reflects a permission problem. If you see an error code, follow the corrective action provided in the section titled ACS Universal Failure Events.

Security Reminder - Remember to change the permissions appropriately to conform with the necessary security procedures.

End Applications and Restart - Changes made to a user’s permissions level are not effective until the client ends any applications currently running and restarts them.

Assigning Full User Permissions

As a last resort, use the following procedures to assign full user permissions. (If the user performs administrative functions, verify that the user is a member of the appropriate admin access group. See “Admin Access Group Rules” in Chapter 5 (for TSA32) for details on providing administration privileges.)

Follow this procedure in TSA32 to assign full user permissions.

1. Select the "Users" icon from the SDB tree view.

2. Double-click on the login ID for the user. The "User Properties" dialog box is displayed.

3. Select the "Access Rights" tab.

4. To give this user full telephony permissions to control, monitor, and route any device:

a. Select "Any Device" under Call Control Services.

b. Select "Any Device" under Monitoring-Only Services, "Device/Device" option.

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c. Select "Any Device" under Monitoring-Only Services, "Call/Device" option.

d. Enable the "Allow" field of the Monitoring-Only Services, "Call/Call" option.

e. Select "Any Device" under Routing Services (if the application needs to route incoming telephone calls).

f. Click "OK" when you have completed your selections.

5. Select the "Devices" icon from the SDB tree view.

6. Double-click on the Device ID of the device associated with the user’s worktop. The "Device Properties" dialog box is displayed. Set the "Tlink Group" attribute to "Any Tlink." Click "OK."

7. Instruct the user to restart the application.

Checking Version Information

It is important that the telephony server and its software modules have the same software versions. The version numbers for the following software components should all be the same: Tserver, TSUSR, TSADV, TSAUTH, TRAFFIC, TSMI, TDI, TSVL, TSSDB, and Tserver SDB Driver. If the versions are mismatched, you must reinstall Telephony Services on the server.

Telephony Services requires specific versions of Windows NT, Windows 2000, or Windows XP Workstation or Windows Server. These requirements are outlined in the installation guide.

To verify that the telephony server and software module version numbers all match, use the TSA32 and the TSM32 (the TSA32 lists SDB modules; the TSM32 lists server modules).

Using the TSA32 to View Version Information

In the TSA32, select the SDB icon from the tree view, then select "Properties" from the "Admin" menu. Then select the "Components" tab from the "Tserver Properties" dialog box. This displays a dialog box containing component and version information for the Tserver SDB Driver Versions, TSSDB, and TSVL modules.

Using the TSM32 to View Version Information

In the TSM32, select "Tserver Properties" from the "Options" menu. Then select the "Components" tab from the "Tserver Properties" dialog box. This displays a dialog box containing the component and version information for the Tserver software and the TSUSR, TSADV, TSAUTH, TRAFFIC, TSMI, and TDI modules.

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Automatic Administration of LAN Addresses

Symptom: - You have enabled the "Automatic Administration of LAN Addresses" feature and you are using TCP/IP, but the TCP/IP address is not being stored in the LAN address field of the Worktop object.

Check: - Check the "Naming Format" you have chosen for TCP/IP. If you have chosen "Host Name," the problem may be that host name resolution (Domain Name Services [DNS] or Windows Internet Name Services [WINS]) is not working properly. Verify that host name resolution is properly configured (using the "Network" icon on the Windows Control Panel) and that each client is registered. To check host name resolution, attempt to ping the client from the Tserver using the client’s host name.

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SDB Database Engine is not Working Properly

Symptom: - You have just started up Telephony Services. When users attempt to establish a connection to the Tserver, the acsOpenStream( ) request fails with ACS Universal Failure 19 (No SDB). The errlogyyyymmdd.txt file contains the errors "Btrieve not loaded!" and "the SDB database engine is not functioning properly."

Check: - 1.If you are starting up Telephony Services for the first time, check that Telephony Services can find all the pieces of software that it needs to function correctly. The underlying database engine requires the three pieces of software described in Table 11-2. Make sure that these three pieces exist in a directory that is in the PATH variable on your server. If any pieces are missing, or have an incorrect size or date, reinstall Btrieve on your server.

Table 11-2: Btrieve Components

2. If your system has just begun to experience this problem, reboot the server and start up Telephony Services again. If you did not reboot the system after installing the server software, reboot it now.

3. If this still doesn’t solve the problem, look for TSRVBTRV errors in the errlogyyyymmdd.txt file and refer to the documentation for that error at the end of this chapter.

SDB is Unavailable

Symptom: - The SDB is unavailable. The administration applications will not allow access to the administration functions.

If you are using the TSA32, you will see the error "STOP Only Tserver properties will be available for Tserver %. SDB is unavailable [16002]."

Check: - Reboot the server or workstation on which Telephony Services is running. Use the following procedure:

1. End all jobs that are running and return to the Program Manager.

Btrieve Component

Size (Bytes) Date Stamp

WBTRVV32.DLL 62,464 10/25/95

W32MKDE.EXE 298,496 10/12/95

W32MKRC.DLL 110080 10/12/95

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2. From the "File" menu, select the "Shutdown" option. Select "Shutdown and Restart." Click "OK."

3. (This step is optional.) When the server has restarted, make a copy of the error log. Copy the file in \...\tsrv\logfiles\errlogyyyymmdd.txt to another name before you start Telephony Services. If the problem persists, the information in this file may be useful.

4. Restart Telephony Services. Click Start, point to Programs, Avaya Computer Telephony, TS Controller. Press the "Start" button to start Telephony Services.

Slow Performance

If the performance of Telephony Services is slow, check the following:

1. Make sure that the tracing features in Telephony Services are turned off. (This includes the error log TRACE level, Tserver message tracing, and Cserver message tracing.) These features are meant to gather information only when your telephony applications are not working as expected. They gather detailed information and write it to disk, doubling or tripling the amount of CPU resources required by Telephony Services. They should be turned off in normal situations.

2. Be aware of other applications that are running on the same server. Most applications are well behaved and do not consume CPU resources. However, some older editors, such as "EDIT," "NOTEPAD" and "VI" do not take advantage of the multi-threaded environment of Windows NT, Windows 2000, or Windows XP and do not behave well. If you use these editors, the performance of Telephony Services will suffer.

3. Check the "TCP Preferred Naming Format" setting (available on the "Tserver Properties" dialog box in the TSA32). The "TCP Preferred Naming Format" feature is only used if you have enabled "Extended Worktop Access" or "Automatic Administration of LAN Addresses." If both of these features are disabled, this field should be set to "IP Address" (this is the default) for optimal performance.

If the "Extended Worktop Access" or "Automatic Administration of LAN Addresses" features are enabled and you use the "Host Name" setting for the preferred format, the Tserver must be able to resolve the host name using some form of host-name resolution, such as Domain Name Services (DNS) or Windows Internet Name Services (WINS). Enter the IP addresses you want to use for host-name resolution in a local HOSTS file, a DNS HOSTS file, or a WINS HOSTS file. Do not use a LAN Manager Hosts (LMHOSTS) file. This is because the Tserver only searches for addresses in files with the specific name of HOSTS (no extension). If no HOSTS files are found, slow performance or a time out failure will result.

4. Check the tasking options for your server (double-click on the "System" icon on the Control Panel). This causes the "System" dialog box to be displayed. Click the "Tasking" button. The dialog box that is displayed allows you to modify the Foreground/Background responsiveness of your server. You should select the third

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option, "Foreground and Background Applications Equally Responsive." See your Windows documentation for more information.

5. Use the Windows "Performance Monitor" to see how system resources are being used.

TSAPl Client Library Message Que Full

This problem can manifest itself in a number of ways:

● Your application stops working

● Tserver stops sending messages to the application

● The client connection gets dropped

Verifying that the TSAPI Client Library Message Queue is the Source of the Problem

If sends to the client application fail, and the client application is currently running, the most likely reason for failure is that the TSAPI client library message queue is full. A full queue implies the application has stopped processing messages or is processing them too slowly.(The TSAPI application determines the size of the message receive queue, not the TSAPI client library.)

● Adjust Registry Settings - The Tserver sends messages back to client applications in a non-blocking mode. If a send to the client application fails, the Tserver waits a short amount of time and retries the send. Windows Registry settings define the "wait" time between retries (in milliseconds) and the number of retries. It may be necessary to adjust these settings for your installation.

● Check the Event Log - If the send still fails after you have reset the number of retries, an ERROR level message is logged in the Tserver error log and the client connection is dropped. The ERROR message states that the application is not processing messages off of its queue and the connection is being dropped. The ERROR level is used so that it will be included in the Event Log.

Resolving the Problem

Use these steps to troubleshoot and resolve the problem:

1. Determine, from the error logs, which client machine and application is causing the problem. The TSAPI application on this machine may have a flaw in the number of messages buffers provided to the TSAPI library or in the processing of those buffers. There could also be an unrelated application slowing down the machine running the TSAPI application which results in the Tserver dropping the connection to these application.

2. If the problem does not appear to be attributable to a TSAPI application or a particularly slow machine running that application, then the following Tserver registry

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settings can be adjusted (via the Registry Editor) to increase the wait time and/or retry count respectively:

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\Telephony Services\2.2\TcpWaitTime

HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\Telephony Services\2.2\TcpSendRetry

The default values are:

TcpWaitTime = 500 (milliseconds)

TcpSendRetry = 2.

Note:Note: Changing these values in the Registry takes effect in the Tserver within 20

seconds.

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Troubleshooting MechanismsA number of mechanisms are provided in the Telephony Services platform to help you troubleshoot problems on your system. These mechanisms should be used in concert to help diagnose problems. The following list enumerates the troubleshooting facilities that are described in this document.

Table 11-3: Troubleshooting Mechanisms

NAME DESCRIPTION

Error Logging The error logging facility allows you to capture information about any possible errors that occurred on the Tserver. It also provides tracing capabilities that produce information about the progress of a message once it has been received by the Tserver from either the client or the PBX driver.

Event Logging The event log captures selected errors or events to provide tracing capabilities.

SDB Logging The SDB log captures errors or events that occurred in the SDB and writes them to the SDB log file.

Tserver Message Tracing

The Tserver message tracing facility allows you to log ECMA-179 messages that are received by the Tserver and sent to the PBX driver and received from the PBX driver and sent out to either the client or server library. These messages can be paired up with messages logged at the library (client) level to see if the application and telephony server are communicating properly.

Cserver Message Tracing

Cserver message tracing allows you to see the flow of messages into and out of the Cserver for a set of users or a set of Tlinks. Tracing is provided at the CSTA protocol and/or ROSE protocol level.

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General Logging Information

Telephony Services creates several logs to aid in the tracing of system problems. Although the logs are always created, the appropriate log settings must be enabled by the administrator. The files maintained by Telephony Services are:

● the Error Log

● the Message Trace Log

● the SDB Transaction Log

Each log is a single ASCII file, and resides in the \Program Files\Avaya\CT \tsrv\logfiles directory. Each file has two parameters associated with it: the maximum size of the file, and the current offset within the file.

Maximum Log Size

The maximum size parameter allows you to limit the size of the file. The default value is one megabyte; you can modify this value to be smaller or larger depending on your disk availability and the nature of the problem you are tracing. This parameter is important because once the files reaches this size, it begins again at the beginning of the file, overwriting previous data. Obviously, the smaller the size, the less information in the file.

Last Log Record

To help you find the most current log entry in the log, the text "Last Log Record" is written to the file after the last record is logged. Data immediately following this line is the oldest

TS Spy This message tracing facility for the Win16 and Win32 Telephony Services libraries allows you to view and/or log messages that are sent back and forth between a client application and the telephony server. There are separate versions of the TS Spy utility for the 16-bit and 32-bit libraries.

TSTest TSTest is a simple test application provided on each client platform. This application makes a call between two stations, primarily to verify that the client is set up correctly and the necessary administration has been done on the Telephony Server.

Error Codes Errors that Telephony Services returns to application are explained in the error table provided in this chapter.

Table 11-3: Troubleshooting Mechanisms

NAME DESCRIPTION

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data in the log; the data before it is the newest. You can verify this by examining the timestamps of each log entry.

The following is a sample log file:

06/19/97 15:13:52 TDI 18 10 AUDIT_TRAIL: :TDI: Driver 3 TSERVER#CSRV_OAM#OAM#TWIGA Registered successfully06/19/97 15:13:52 TDI 18 10 AUDIT_TRAIL: :TDI: Driver 4 AVAYA#SIMSERV#SIM#TWIGA Registered successfully06/19/97 15:13:52 TDI 18 10 AUDIT_TRAIL: :TDI: Driver 5 AVAYA#CSTASERV#CSTA#TWIGA Registered successfullyLast Log Record06/19/97 13:34:58 TSERVER 1975 10 TRACE: INITTCPCONN[0]: New connection Request: conn_fd 1d006/19/97 13:34:59 TSERVER 282 10 TRACE PROCESS PKT[0] Client 1 000001d0:135.20.70.168,

invokeID 0 xRefId 9c70000 msg06/19/97 13:34:59 TSERVER 27 10 TRACE: SendClientMsg[0]: Sending msg ACSNameSrvRequest to driver TSERVER#NSRV#NSRV#TWIGA06/19/97 13:34:59 TSERVER 430 10 TRACE: NMSRV: Received message ACSNameSrvRequest, session 106/19/97 13:34:59 TSERVER 1176 10 TRACE: TSERVER#NSRV#NSRV#TWIGA: Sent message ACSNameSrvReply,

Current Log Offset and Decreasing the Size of a Log File

The current offset is a parameter that the logging feature uses to keep track of its current location in the log file. This becomes important when the file wraps around and it isn’t immediately obvious where the dividing line between new and old data is.

You can decrease the size of each log file using the TSA32 and/or the TSM32. If you choose to do so, you will lose some information when the file is truncated. How much you lose depends on the location of the current offset parameter in relation to the new file size. If it is less than the new file size, the log is simply truncated. If, however, the current offset points to the part of the file that was truncated, the current offset is reset to the beginning of the file. This means that any new data overwrites the data at the beginning of the file.

When the file is created, a header giving the time of creation is written to the file. Should the file wrap around, a new wraparound header is written to the beginning of the file, giving the time that the wraparound occurred.

Error Log Entry Format

Each error log entry consists of the following fields:

● Date: the date that the message was logged

● Time: the time of day that the Tserver received the error message.

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● Module: the name of the module that is logging this error. This can include both Tserver and PBX driver modules.

● Location Code: a number identifying the location in the software where the error occurred. This number is used by customer support services to identify the problem.

● Error Code: a number indicating the particular error that occurred. This number is used by customer support services to identify the problem.

● Severity Level: one of the six different severity levels: TRACE, CAUTION, AUDIT_TRAIL, WARNING, ERROR, FATAL.

● Error Message Text: text describing the reason for the error.

The following sample error log entry would appear for a Tserver AUDIT_TRAIL message logged at 6 p.m. (18:00:13) on May 22, 1997, indicating that the driver with the specified Tlink name has successfully registered with the Tserver. The location code field is set to 2018 and the error code field is set to 10.

05/22/97 18:00:13 TSERVER 2018 10 AUDIT_TRAIL: TDI: Driver 0 VENDOR#DRIVER#CSTA#SERVER_NAME Registered successfully

Increasing the Size of the Message Trace File

If you find that the message log is not capturing enough information to be useful to you, you can enlarge it from its default size of 1 megabyte so that it will hold more data.

Message Trace Format

Each entry in the message trace output file consists of a header followed by the contents of the TSAPI message. The header consists of the following fields:

● Date: the date the message was logged

● Time: the time that the Tserver logs the message (before sending the message on)

● Login: the login specified in the acsOpenStream() request. This login appears for all messages associated with this connection. (This field is blank for the acsOpenStream() request because this information is not available at the point of tracing the message. However, the login is still available because it is one of the fields in the acsOpenStream() request. See the example below.)

● App Name: the name of the application that was specified in the acsOpenStream() request. This name appears for all messages associated with this connection. This field is blank for the acsOpenStream() request because this information is not available at the point of tracing the message. However, the application name is still present because it is one of the fields in the acsOpenStream() request. See the example below.

● SessionID: a unique number that the Tserver uses to identify this connection.

● TransportID: the port and IP address of the connection.

● InvokeID: if applicable, the invoke ID of the request as defined by TSAPI.

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● MonitorCrossRefID: if applicable, the monitor cross reference ID. Not all messages use this identifier.

● Tlink Driver: the advertised service for the driver to which this connection is open.

● Message: the name of the TSAPI message, (for example, ACSOpenStream or CSTAMakeCall). Following this field is information relevant to this type of message. All the fields in the message are listed with their contents.

The following is an example of an ACSOpenStream request message logged to the trace file.

02/21/97 12:27:38 Login: jen App Name: Example Application SessionID: 6d2 TransportID: 5057:00000099:0000c045635b InvokeID: 2 MonitorCrossRefID: 9976455f Driver:PBX_VNDR#LINK1#CSTA#SERVER_NAME Message: value ACSOpenStream ::= { streamType 1, serverID "PBX_VNDR#LINK1#CSTA#TSERVER1", loginID "jen", cryptPass ’0000000000000000’H, applicationName "Example Application", level 1, apiVer "TS2", libVer "2.20g", tsrvVer "2.20g"}

The next example shows the cstaMakeCall() request from a client to the PBX driver and the CSTAMakeCallConfEvent from the PBX driver back to the client. The message contents show that a call is being made from extension 4441 to 4442.

02/21/97 12:27:48 Login: jen App Name: Example Application SessionID: 6d2 TransportID: 5057:00000099:0000c045635b InvokeID: 4MonitorCrossRefID: 9792455f

Driver: PBX_VNDR#LINK1#CSTA#TSERVER1 Message: value CSTAMakeCall ::=

{ callingDevice "4441", calledDevice "4442"}

02/21/97 12:27:48 Login: jen App Name: Example Application SessionID: 6d2 TransportID: 5057:00000099:0000c045635bInvokeID: 4 MonitorCrossRefID: 0

Driver: PBX_VNDR#LINK1#CSTA#TSERVER1Message: value CSTAMakeCallConfEvent ::=

{ newCall {

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callID 1, deviceID "4441", devIDType 0 }}

Viewing the Log Files

All logs can be viewed with standard editors. Some editors will force you to view a read-only copy of the file; others will allow you to write to the file. Any changes you make may be overwritten by the Tserver. If you want to view or edit the file, it is recommended that you first copy it to another name before viewing or editing it.

Note:Note: Do not use MS Word for Windows to view the file. This editor can prevent

the Tserver from accessing the file. This is the only editor known to affect the Tserver.

The default path for the log files is \Program Files\Avaya\CT\tsrv\logfiles. The default name for the error log file is errlogyyyymmdd.txt. The default name for the message trace file is msgtryyyymmdd.txt. The default name for the SDB log file is sdblogyyyymmdd.txt.

The Tserver message tracing facility logs to the same message trace file as the Cserver. This way, if Tserver message tracing is also enabled, the trace output generated by both the Tserver and Cserver can be viewed together in the same file. Except for the use of the same file, the Tserver and Cserver message tracing facilities operate independently of each other.

Tserver Error Log

The error logging feature provides a common error log for viewing the errors generated by the Tserver or the PBX drivers that choose to log to this file. Some drivers may choose to use their own error logging mechanism in addition to or instead of the Tserver common error log.

This section discusses the format of the error log entries which applies to all modules that use this feature.

● Errors are logged in the error log when the module

● Detects a system error that may affect its performance

● Rejects a client request resulting from a security violation

● Receives a failure from another module

● Detects an internal error

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The error logging feature provides six different severity levels with the following definition guidelines.

Selecting the Correct Severity Level

You can pick the types of errors that are logged to the error log. By default, all errors but TRACE level errors are logged. FATAL and ERROR level errors are always logged (you cannot turn off logging on these levels) because errors at these levels can have a serious impact on the operation of Telephony Services.

Note:Note: You should turn on TRACE level messages only under instruction from an

authorized service assistant because many events will be logged and system performance will be degraded.

Reporting Errors

You can direct the Tserver to report errors using one of the following methods:

● Log the errors to a file (errlogyyyymmdd.txt). This file resides in the \Program Files\Avaya\CT\tsrv\logfiles directory (the logfiles subdirectory of the Tserver directory; the Tserver directory is the directory where Telephony Services was installed.) The default for this path is \Program Files\Avaya\CT\tsrv.

● This is a circular file with an administrable maximum size. The text "Last Log Record" is written to the file after the last record is logged. Data immediately following this line is the oldest data in the log; the data before it is the newest.

Table 11-4: Severity Levels of Tserver Error Log

SEVERITY LEVEL

TYPES OF PROBLEMS LOGGED

TRACE Trace message (for troubleshooting transient problems).

CAUTION Non-service-affecting software condition that is not fatal.

AUDIT_TRAIL Important (normal) events: driver loaded, link reset, etc.

WARNING Indicates a problem that of itself is not service-affecting, but indicates a condition that may become a problem (e.g., low resources).

ERROR Service-affecting condition that is not fatal.

FATAL Fatal problem with the logging module.

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● Because messages in the error log file are overwritten after a period of time, you should examine the log in a timely manner so you do not lose the information you need.

By default, all errors are logged except TRACE level errors.

● Log errors to the Windows Event Log. By default, logging to the Event Log is enabled for the FATAL and ERROR levels. Only FATAL and ERROR levels can be administered for the Event Log.

Note:Note: To view Telephony Services error messages with the Windows Event

Viewer, choose "Application" from the "Log" menu of the Event Viewer.

● Report an alarm message to the TSA32 or the TSM32 application. This causes a pop-up alarm to appear on the workstation of the administrator notifying them that a problem has occurred. This dialog box must be dismissed before you can do anything else at the workstation. By default, only ERROR and FATAL errors are reported this way.

Turning on Error Logging

You can use the TSA32 or the TSM32 to turn on error logging. The Error Log File and Alarm Generation destinations cannot be disabled for the ERROR and FATAL severity levels. The TRACE level can never be enabled for Alarm Generation.

You can set the maximum size of the error log file. The default log size is approximately 1 megabyte. If you are investigating a problem, you may want to make this larger so you can retain more log file messages over a longer span of time.

Using the TSM32 to Select Error Levels

1. From the "Options" menu, select "Error Logging." The "Error Logging" dialog box is displayed, showing tabs for "Error Log," "Alarms," and "Event Log."

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Figure 11-2: Error Logging Dialog Box (TSM32)

2. From each of the "Error Log," "Alarms," and "Event Log" tabs, select the error levels you want to use.

3. If you want to change the size of the error log, enter the number of bytes in the "Log File Size" field.

4. Click "OK" to submit your changes. Click "Cancel" if you do not want to make any changes.

Tserver Message Tracing

The message trace feature provides a means for viewing a history of TSAPI messages sent to and from the Tserver. This includes messages from client workstations to a PBX driver and from that driver to client workstations. Using the TSM32, you can enable this feature for:

● All messages

● All users of selected Tlinks

● Selected users of all Tlinks

● Selected users of selected Tlinks

Message tracing may be useful in determining the cause of a problem. Used in conjunction with TS Spy, which traces messages through the TSLIB interface, you can determine

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● Whether the Tserver received the message from the client (use TS Spy to verify that the message was sent)

● If an application is setting message parameters correctly

● Whether the Tserver received the expected response from the driver. Perhaps the application is waiting for a particular event before it makes another request, but it received a different event instead. Use TS Spy to verify that the client receives the driver response from the Tserver.

● Whether the Tserver was expecting a message, but nothing was received (or, the Tserver was not expecting a message, but one was received)

If you find that the message log is not capturing enough information to be useful to you, you can increase the size from the default value of 1 megabyte so that it can hold more data.

Turning On Tserver Message Tracing

With the TSM32 you can trace all messages to and from the Tserver or set custom tracing options. You can use the following options:

● To trace all TSAPI messages, choose "Enable All Tracing" from the "Tserver Trace Options" box and click "OK."

● To trace selected TSAPI messages, choose "Enable Tracing for Selected Items" from the "Tserver Trace Options." The Trace all Users for selected Tlinks list box displays all of the registered Tlinks. To enable tracing for a specific Tlink, either double-click on the Tlink name, or highlight the Tlink name and select "Tlink Trace."

The "Users" list box in the Trace selected Users to all or selected Tlinks display area displays all users who have active connections to the Tserver. To enable tracing for a specific user, either double-click on the user’s login ID, or highlight the login ID and select "User Trace."

When you enable tracing for a user, all Tlinks to which that user has open connections are listed in the Tlinks in Use by the selected User list box. By default, tracing is enabled for all of these Tlinks. To disable tracing for a specific Tlink for this user, either double-click on the Tlink name in this list box, or highlight the Tlink name and select "User/Tlink" trace.

● When you have finished making your selections, click "OK."

● To disable tracing for the individual users and Tlinks listed, you can select them individually or check the "Disable All Tracing" button and then click "OK."

Note:Note: Because message tracing causes the system to operate more slowly, it is

recommended that you set the message trace parameters only when troubleshooting.

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If you find that the message log is not capturing enough information to be useful to you, you can increase the size from the default value of 1 megabyte so that it can hold more data.

Using the TSM32 to Enable Message Tracing

1. From the "Options" menu, select "Message Tracing." The "Message Tracing" dialog box is displayed, showing tabs for "Tserver Message Trace" and "Cserver Message Trace."

Figure 11-3: Tserver Message Tracing (TSM32) Dialog Box

2. From the "Tserver Message Trace" tab, select an option from the "Tserver Trace Options" box.

3. If you selected "Enable Tracing for Selected Items," select the Tlinks and/or users for which you wish to enable tracing.

4. To change the size of the message log, enter the number of bytes in the "Trace File Size" field.

5. After you have selected your tracing options, click "OK" to begin tracing.

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Cserver Message Tracing

Cserver tracing assists in troubleshooting by allowing you to see the flow of messages into and out of the Cserver for a set of users or a set of Tlinks. (See Figure 11-4.) Tracing is provided at the CSTA protocol and/or ROSE protocol level. That is, messages exchanged across the CSDI interface are composed using two separate protocol layers: the CSTA (that is, ECMA-180 standard) protocol and the ROSE (X.229 standard) protocol. By selecting the appropriate options, the message tracing facility displays the message content according to the selected protocol layer(s). A separate line of output is generated in the message trace file for each type of tracing that is selected.

Figure 11-4: Cserver Message Flow

The format for Cserver message trace file is the same as for the Tserver message trace file. Refer to the section titled Message Trace Format for header information and a sample trace message.

Turning On Cserver Message Tracing

You can use the TSA32 or the TSM32 to trace all messages through the Cserver or to set up custom tracing options. To set tracing options, you can use:

1. Enable All Tracing - traces all Cserver messages for current and future registered Tlinks. You may choose to trace either or both CSTA messages and ROSE messages.

Tserver

TSLIB

PBX Driver

Cserver

Client Workstation

Application

Telephony Server

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2. Enable Tracing for Selected Tlinks - traces only the selected Tlinks for all users (including users connecting after tracing is enabled). To select a Tlink for tracing, either double-click the Tlink name or highlight the Tlink name and select "Trace Select." Each double-click or depression of the "Trace Select" button changes the tracing type. It takes four double-clicks or button depressions to cycle through all the possible tracing combinations.

3. Disable All Tracing - discontinues tracing (after the OK button is clicked). Selecting this option disables all other options in the dialog box. Once tracing is stopped, all trace settings are cleared and must be reentered to turn on tracing again.

Using the TSM32 to Enable Cserver Message Tracing

1. From the "Options" menu, select "Message Tracing." The "Message Tracing" dialog box is displayed, showing tabs for "Tserver Message Trace" and "Cserver Message Trace." Select the "Cserver Message Trace" tab.

Figure 11-5: Cserver Message Tracing (TSM32) Dialog Box

2. To trace all Cserver messages, choose "Enable All Tracing" and then select "CSTA Messages" and/or "ROSE Messages."

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3. To enable tracing for selected Tlinks, choose "Enable Tracing for Selected Tlinks."

In the Trace all Users for selected Tlinks display area, either double-click on a listed Tlink, or select the Tlink and choose "Trace Select" until the appropriate levels for the trace link are displayed.

4. After you have selected your tracing options, click "OK" to begin tracing.

Log File Sizes

You can adjust the maximum size of the error log, the Tserver Message Trace File, and the SDB log. The default setting for each of these files is 1 megabyte. You can increase this so that the file will hold more data. To do so, enter the number of bytes in the appropriate field.

Using the TSA32 to Administer the SDB Log File Size

Follow this procedure to administer the SDB log file size.

1. Select the SDB icon from the tree view.

2. From the "Admin" menu, select "Properties." The "Tserver Properties" dialog box is displayed, showing tabs for "Options," "SDB Log Settings," and "Components." Select the "SDB Log Settings" tab.

3. Set the "SDB Log File Size" as desired.

4. Click "OK" to submit the changes.

Using the TSM32 to Administer the Error Log File Size

Follow this procedure to administer the error log file size.

1. From the "Options" menu, select "Error Logging." The "Error Logging" dialog box is displayed, showing tabs for "Error Log," "Alarms," and "Event Log."

2. On the "Error Log" tab, set the "Log File Size" as desired.

3. Click "OK" to submit the change.

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Using the TSM32 to Administer the Tserver Trace File Size

Follow this procedure to administer the Tserver trace file size.

1. From the "Options" menu, select "Message Tracing." The "Message Tracing" dialog box is displayed, showing tabs for "Tserver Message Trace" and "Cserver Message Trace."

2. On the "Tserver Message Trace" tab, set the "Trace File Size" as desired.

3. Click "OK" to submit the change.

Client Message Tracing (TS Spy)

The Telephony Services Spy (TS Spy) client message tracing applications allow you to see the flow of messages through the client Telephony Services Library (TSLIB). Messages are traced as they enter and leave the library in both directions: from application(s) to the Tserver and from the Tserver to application(s). Internal library/Tserver communication may also be traced. Trace messages are immediately displayed to the screen and may also be sent to a file specified by the user.

Starting TS Spy

TS Spy is installed as a part of the TS Win32 Client. To start the TS Spy application, click Start, point to Programs, Avaya Computer Telephony, TS Win32 Client, and click on TS Spy.

The "Telephony Services Spy for Win32" dialog box is displayed.

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Figure 11-6: Telephony Services Spy for Win32 (32-bit)

The first time the application is used on a client, it appears as shown in the top left corner of the display. Like most Windows applications, the TS Spy window may be moved and resized. When the application is closed, the screen location as well as other parameters (discussed later) are preserved in the utility’s .INI file, located in the WINDOWS directory.

The following items are displayed in the screen:

● Tracing...: The Disabled/Enabled radio button pair is used to disable and enable message tracing. Tracing is initially enabled. Tracing may be enabled and disabled at any time while TS Spy is running. On exit, the current setting of this flag is saved in the .INI file.

● Open Streams (+): Indicates the number of streams currently open from the TSLIB to all telephony servers. This number is updated in real time as applications open and close connections.

● Closed Streams (-): Indicates the number of streams previously open from the TSLIB to all telephony servers, but which are now closed. This number is updated in real time as applications close streams.

● Streams List: Displays information about currently and previously open connections from the TSLIB to all telephony servers. Currently open connections are indicated with

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a "+" prefix on the Handle. Streams that were previously open but are now closed are indicated with a "-" prefix on the Handle.

The top list box displays the following information for each stream:

- Handle: The internal ID for this stream. All the message lines in the trace file are prefixed with the handle of the connection to which the message belongs. The handle is generated by the TSLIB.

- Server ID: The Tlink to which this connection has been opened. This information is provided to the TSLIB by the application when a request is made to open a connection.

- Appl: The name of the application that has opened this connection. This information is provided to the TSLIB by the application when a request is made to open a connection.

- Login: The login ID under which the application has opened this connection. Multiple applications may be opened under the same or different login IDs at a single client. This information is provided to the TSLIB by the application when a request is made to open a connection.

● Output: Displays the trace output in real time as messages are passed through TSLIB. This output window can display approximately 30,000 characters of trace history. Once the output limit has been reached, the oldest trace information is deleted in favor of the newer trace information. For long trace outputs, it is recommended that the trace be logged to a file (discussed below).

● Trace file Status Line: This line, below the Output window, is a status line indicating whether logging to a file is active or not. The default is "No trace file." When file logging is active, this line indicates the file name (with full path) and file size.

TS Spy Menu Options

● File: This menu contains one menu item: Exit. This menu item is used to exit TS Spy. The system menu may also be used to exit the application.

● Edit: This menu contains the following menu items: Copy, Clear Buffer, Select All, and Purge Closed Streams. Copy, Clear Buffer and Select All operate on the Output window; Purge Closed Streams operates on the Streams List.

● Copy - copies the selected text (if any) from the Output window onto the Clipboard. The text is then available to be pasted into any application of your choosing. If no text is selected in the Output window, this menu item is grayed and disabled.

● Clear Buffer - clears out the contents of the Output window. Once this is done, the original contents are lost (the data is NOT copied to the Clipboard).

● Select All - selects all of the text in the Output window. The Copy menu item can then be used.

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● Purge Closed Streams - deletes all closed connections (indicated with a "-" prefix) from the Streams List and resets the Closed Streams count to 0, leaving only currently open connections in the Streams List.

● Options: This menu contains the following menu items: Always On Top, Auto-Trace New Streams, Show Internal Events, and Log To File. These options are all saved in the .INI file and, unless otherwise indicated, are initially off. A check mark next to the menu item indicates that the option is currently enabled. Selecting any menu item toggles its state. Select the menu item once to enable the option; select the menu item again to disable the option.

- Always On Top - causes TS Spy to always be visible topmost on the display.

- Auto-Trace New Streams - causes newly opened connections (which open after TS Spy is started) to be traced automatically. This option is described in more detail in Individual Connection Tracing. This option is initially ON.

- Show Internal Events - causes non-application messages to be traced. The majority of messages normally traced through the CSTA.DLL or the CSTA32.DLL are application-to-telephony server and telephony server-to-application messages. However, there are a small number of messages that the TSLIB generates to facilitate application/telephony server communications. Turning this option on will cause these internal messages to be traced.

- Log To File - causes all trace messages to be logged to a file specified by the user. This option is described in more detail in File Logging.

TS Spy File Logging

Since the Output window holds approximately 30,000 characters and is easy to overflow, it is desirable to have a larger, more permanent method of storing the trace output. This method is logging the trace messages directly to a file. This file may be located anywhere that can be accessed by your PC. It could be your own hard disk (or floppy disk) or a network drive on a file server.

Note:Note: The log file grows without bound as trace output is recorded. Use this option

with care to avoid using excessive disk space.

When file logging is enabled, the trace output is still sent to the TS Spy Output window so the user can still see the trace activity. The application can be reduced in size so that only a couple of lines of output are visible at a time or it can be minimized to an icon. This speeds up the tracing, as there is less screen updating to do for each message.

Activating File Logging

To turn on File Logging, select the Log To File menu item under the Options menu. A "Create Trace File" dialog box appears and allows you to enter the drive, directory and file name for the trace file. The default extension given to TS Spy trace files is .trc, but you may enter any filename and extension.

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Figure 11-7: Create Trace File Dialog Box

Enter a valid filename (the directory must already exist) and click "OK." If the entered filename does not already exist, the file is created and is open for trace output. If the entered filename already exists, you are prompted for replacement confirmation:

Figure 11-8: Create Trace File Replacement Confirmation

If you select No, the Create Trace File dialog is redisplayed for further input. If you select Yes, the original file is deleted and replaced with a new, empty file that is open and ready for trace output.

Once a trace file is open, the file name and size are reported on the status line at the bottom of the TS Spy window.

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Figure 11-9: Telephony Services Spy for Win32 (Trace File)

The number of bytes indicates the size of the trace file and will increase as messages are placed in the file.

Deactivating File Logging

If file logging is left on when TS Spy is closed, the log file is automatically closed. File logging may also be deactivated by selecting the Log To File menu item. A dialog box is displayed, asking if you want to close the trace file.

Figure 11-10: Trace File Close Request

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Figure 11-11: Create Trace File Close Confirmation

If you click Cancel, file logging continues. If you click OK, the log file is closed and TS Spy reports No trace file on its status line.

TS Spy Individual Connection Tracing

If a stream (connection) has tracing enabled, that connection is selected in the Streams List. When TS Spy is first started, tracing is enabled for all connections that are currently open, so all of the connections in the streams list are initially selected. To deselect a stream, click on the connection once with the mouse. (The Streams List is a multi selection list box).

If you enable Auto-Trace New Streams, new connections are traced as they are opened. If this option is not selected, new connections are NOT traced as they are opened. This option is saved in the .INI file. The default setting is ON, so that the default setting for TS Spy is to trace all current and future open connections.

TS Spy Client Library Model

In understanding the trace output, it is useful to think of the client library as a two-way pipeline, with messages entering and leaving both ends. Messages may originate or terminate in one of three places:

● The application

● The Tserver

● The client library (for internal events)

The trace records track the progress of a message through the pipeline, enabling you to determine which messages have been sent and whether or not they have reached their destination.

Normally, two trace records are generated for each message: one as it enters the pipeline, and one as it exits. Messages entering and leaving the application side (or the library itself) are presented in detail, with the value of each data element displayed in an appropriate format. The corresponding trace records to/from the Tserver only indicate successful transport of the message across the network.

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TS Spy Trace Records

Trace records displayed in the Output window (or trace file) are separated by blank lines. Each begins with a date/time stamp and one of the following phrases which describes the record:

● RECEIVED FROM APPLICATION - the application has generated a message to be delivered to the Tserver. The message is displayed in detail.

● DELIVERED TO TSERVER - the Tserver has acknowledged receipt of the message. Notification only.

● RECEIVED FROM TSERVER - a message from the Tserver has arrived in the client library receive queue. Notification only.

● DELIVERED TO APPLICATION - the application has accepted the message from the client library. The message is displayed in detail.

● FROM LIBRARY - the client library has generated an internal message to be delivered to the Tserver. The message is displayed in detail.

● FOR LIBRARY - the client library has accepted an internal message from the Tserver. The message is displayed in detail.

A typical request from an application generates four trace records, in the following sequence: DELIVERED TO TSERVER, RECEIVED FROM APPLICATION, RECEIVED FROM TSERVER, DELIVERED TO APPLICATION. An event report from the Tserver generates only the latter two records. Trace records from multiple messages may be interleaved.

The following samples show a portion of the trace output resulting from a cstaMakeCall request:

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Figure 11-12: Telephony Services Spy for Win32 Trace Output

TS Spy Error Records

Certain network errors are also reported by TS Spy. These reports are displayed in the following form:

CONNECTION TERMINATED BY TSERVER (condition code = xxxx)

where xxxx is a numerical error code in hexadecimal notation. The most common error codes reported are:

2745 (this means the connection is aborted)

2746 (the connection has been reset)

2742 (the network is down)

Other codes are possible under unusual conditions. Report the code to technical support when you request assistance.

Telephony Services Test Application (TSTest)

The Telephony Services Test application (TSTEST32.EXE) is a simple application that can be run on any Windows 32-bit platform to test the operation of the Telephony Server. The

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application makes a call between two stations. The application is documented in this guide to provide two capabilities:

● to determine if a trouble lies within the system versus an application. That is, if the test application works, the user knows that Telephony Services software and an application are successfully communicating. This would indicate that the trouble reported is most likely in the application the user was trying to activate.

● to display the error code, if an application does not return an error code and display it. This could be useful in certain trouble scenarios, such as inadequate buffers or incompatible file versions. However, just because a certain application is causing errors to occur does not guarantee that the test application will be able to cause the same errors.

The test application is designed only to perform a simple call. It performs the following calls:

ACSOpenStream

CSTAMakeCall (from the calling party to the called party)

CSTAClearCall

ACSCloseStream

Starting the Test Application

To start the test application, click Start, point to Programs, Avaya Computer Telephony, TS Win32 Client, and click on TS Test.

The "TSTest Telephony Services Test Application" dialog box is displayed.

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Figure 11-13: TSTest Telephony Services Test Application

If the call was successfully completed the following dialog box is displayed:

Figure 11-14: TSTest Telephony Services Test Application Success

If the call was not successful, the following dialog box is displayed:

Figure 11-15: TSTest Telephony Services Test Application Failure

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A description of the failure code can be found in the section titled ACS Universal Failure Events.

Error CodesThis section describes the following types of errors:

● CSTA (Computer Supported Telecommunications Applications) Universal Failure Events — see Table 11-5, Table 11-6, Table 11-7, Table 11-8, Table 11-9, Table 11-10, and Table 11-11.

● ACS (Application Control Services) Universal Failure Events — see Table 11-12 and Table 11-13.

● Security Database Errors — see Table 11-14.

CSTA Universal Failure Events

CSTA Universal Failure Events are errors that occurred when an application requested a driver or server function and there was a failure. CSTA Universal Failure events are grouped as follows:

● Operations Class Errors — error codes 0-19, see Table 11-5.

● State Compatibility Errors — error codes 21-29, see Table 11-6.

● System Resource Availability Errors — error codes 31-38, see Table 11-7.

● Subscribed Resource Availability Errors — error codes 41-44, see Table 11-8.

● Performance Management Errors — 51-52, see Table 11-9.

● Security Errors — 60-64; 70-73; 75-79 see Table 11-10.

● ROSE Errors Code from CSTA Module — error codes 80-90, see Table 11-11.

The errors listed in Table 11-5, Table 11-6, Table 11-7, Table 11-8, Table 11-9, Table 11-10, and Table 11-11 indicate that an application requested a driver or server function and there was a failure. The first column, Error gives the number identifying the error. The second column, Description describes the conditions that produced the error.

Taking Corrective Action

Corrective action for some errors can be self-evident. For example, if a wrong number was called, or if a call was dropped before the requested action could take place, check the

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number and repeat the request. In other cases, you may need to consult the documentation for your PBX driver.

Table 11-5: CSTA Universal Failure — Operations Class

Error Description

0 Server has detected an error that is not one of the defined errors. The server cannot be more specific.

1 Server has detected an error in the operations class that is not one of the defined errors. The server cannot be more specific.

2 The request is not compatible with the object.

3 The parameter has a value that is not in the range defined for the requested service.

4 The parameter has a value that is not known to the server.

5 The calling device is not valid.

6 The called device is not valid.

7 The request cannot be provided because the specified device is not authorized for the service.

8 The request cannot be provided because the specified device is not authorized for the service.

9 The request cannot be provided because the called device is not authorized for the service.

10 The request cannot be provided because the calling device is not authorized for the service.

11 The CSTA call identifier is not valid.

12 The CSTA device identifier is not valid.

13 The CSTA connection identifier is not valid.

14 The service request specified a destination that is invalid.

15 The service request specified a feature that is invalid.

16 The service request indicated an allocation condition that is not valid.

17 The service request specified a cross reference ID that is not valid.

18 The service request specified an object type that is outside the range of valid object types for the service.

19 The request violates a security requirement.

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Table 11-6: CSTA Universal Failure — State Incompatibility Errors

Error Description

21 Server has detected a state incompatibility error that is not one of the defined errors.

22 The object is in an incorrect state for the service.

23 The connection Identifier specified in the active call parameter of the request is not valid.

24 The requested service operates on an active call, but the call is not in the active state.

25 The requested service operates on a held call, but the call is not in the held state.

26 There is no call associated with the CSTA connection identifier of the Clear call request.

27 The specified CSTA connection identifier of the Clear Connection request does not exist.

28 There is no call for the CSTA connection identifier specified as the call to be answered.

29 There is no call for the CSTA connection identifier specified as the call to be completed.

Table 11-7: CSTA Universal Failure — System Resource Availability Errors

Error Description

31 Server has detected a system resource error that is not one of the defined errors.

32 The service is supported by the server, but is temporarily busy.

33 An internal resource is busy. There is a high probability that the service will succeed if retried.

34 The service requires a resource that is out of service.

35 The server sub-domain is busy.

36 The server sub-domain is out of service.

37 The request will exceed the server’s overall limit on the number of monitors.

38 The request will exceed the server’s limit on the number of members of a conference.

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Table 11-8: CSTA Universal Failure — Subscribed Resource Availability Errors

Error Description

41 Server has detected a subscribed resource availability error that is not one of the defined errors.

42 The request would exceed the server’s limit on the number of monitors for the specified object.

43 The limit on the number of external trunks would be exceeded by this request.

44 The limit on the number of outstanding requests would be exceeded by this request.

Table 11-9: CSTA Universal Failure — Performance Management Errors

Error Description

51 Server has detected a performance management error that is not one of the defined errors.

52 A performance limit has been exceeded.

Table 11-10: CSTA Universal Failure — Security Errors

Error Description

60 The server has detected a security error that is not one of the defined errors.

61 The server has detected an error in the sequence number of the operation.

62 The server has detected an error in the time stamp of the operation.

63 The server has detected an error in the PAC of the operation.

64 The server has detected an error in the seal of the operation.

70 This is a PBX Driver internal error, but it cannot be any more specific. A system administrator may find more detailed information about this error in the error logs. Report this error to the PBX driver vendor.

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71 This is a PBX Driver internal error, but not a defined error. A system administrator should check the error logs for more detailed information about this error. Report this error to the PBX Vendor.

72 The invoke Id in the service request is being used by another outstanding service request. This service request is rejected. The outstanding service request with the same invoke Id is still valid.

73 The service request from a client application is not defined in the API. A CSTA request with a 0 or negative Invoke ID will receive this error.

75 The system lacks internal resources such as the memory or data records to process a service request. This failure may reflect a temporary situation. The application should retry the request.

76 An acsOpenStream session is terminating. This error is sent for every outstanding CSTA request of this ACS Handle. If the session is not closed in an orderly fashion, the application may not receive this error. For example, a user may power off the PC before the application issues an acsCloseStream request and waits for the confirmation event. In this case, the acsCloseStream is issued by the Tserver on behalf of the application and there is no application to receive this error. If an application issues an acsCloseStream request and waits for its confirmation event, the application will receive this error for every outstanding request.

77 The system detects that it cannot provide the service due to the failure or shutting down of the communication link between the Telephony Server and the PBX. This error is sent for every outstanding CSTA request for every ACS Handle affected. Although the link is down or the switch is out of service, the PBX driver remains loaded and advertised. When the PBX is in this state, all CSTA Service requests from a client will receive a negative acknowledgment with this unique error code.

78 The PBX Driver did not receive the response of a service request sent to the PBX in the allotted time. The timer of the request has expired. The request is canceled and negatively acknowledged with this unique error code. When this occurs, the communication link between the Telephony Server and the PBX switch may be congested. This can happen when the PBX and/or the Tserver exceeds their capacity.

79 For a device, the PBX processes one service request at a time. The PBX driver queues CSTA requests for a device. Only a limited number of CSTA requests can be queued on a device. If this number is exceeded, the incoming client request is negatively acknowledged with this unique error code.

Table 11-10: CSTA Universal Failure — Security Errors

Error Description

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Table 11-11: CSTA Universal Failure — ROSE Errors Code from CSTA Module

Error Description

80 The type of the APDU, as evidenced by its Type Identifier, is not one of the four defined by Recommendation X.229.

81 The structure of the APDU does not conform to Recommendation X.229.

82 The structure of the APDU does not conform to the standard notation and encoding defined in Recommendation X.208 and X.209.

83 The association-initiator is not willing to perform the invoked operation because it is about to attempt to release the application -association.

84 There is no operation in progress with an Invoke-ID equal to the specified Linked-ID.

85 The invoked operation, referred to by the Linked-ID, is not a parent-operation.

86 The invoked child operation, referred to by the Linked-ID, is not allowed by the invoked parent-operation.

87 The type of the Result parameter supplied is not that agreed between the ROSE-users.

88 The reported error is not one of those agreed between the ROSE-users.

89 The reported error is not one that the invoked operation may report.

90 The type of error parameter supplied is not that agreed between the ROSE-users.

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ACS Universal Failure EventsThe following are TSLIB error codes. The first column gives the number identifying the error. The second column provides a description of the error. The third column provides possible corrective action for the error or indicates a contact to help you determine the problem.

Table 11-12: TSLIB Error Codes

Error Description Corrective Action

-1 The API version requested is not supported by the existing API client library.

This is an application error; contact the application developer.

-2 One or more of the parameters is invalid.

This is an application error; contact the application developer.

-5 This error code indicates the requested server is not present in the network.

Is the server up? Was the wrong server name used? Are physical connections (wiring) intact?

-6 This return value indicates that there are insufficient resources to open an connection.

Is the correct version of IPX being used? If yes, contact the application developer since the application is trying to open too many connections or is opening streams but not closing them.

-7 The user buffer size was smaller than the size of the next available event.

This is an application error; contact the application developer.

-8 Following initial connection, the server has failed to respond within a specified amount of time (typically 10 seconds)

Call your support number and report error.

-9 The connection has encountered an unspecified error.

This is typically a version mismatch. Has some software been replaced or upgraded recently? If not, call your support number.

-10 The ACS handle is invalid. This is an application error; contact the application developer.

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The following are ACS Universal Failure event error codes. The first column gives the number identifying the error. The second column provides a description of the error. The

-11 The connection has failed due to network problems. No further operations are possible on this stream. A connection has been lost.

Is the Tserver down? Is there physical connectivity?

-12 Not enough buffers were available to place an outgoing message on the send queue. No message has been sent. This could be either an application error or an overloaded Tserver.

Use Tserver TSA32 or TSM32 to check Tlink resources. If traffic reports show no overload, call application developer.

-13 The send queue is full. No message has been sent. This could be either an application error or an overloaded Tserver.

Use Tserver TSA32 to check traffic. If traffic reports show no overload, call application developer.

Table 11-12: TSLIB Error Codes

Error Description Corrective Action

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third column provides possible corrective action for the error or indicates a contact to help you determine the problem.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

0 The client library detected that the connection failed.

1. Other errors may have been sent by the Tserver before the connection was taken down. If so, follow the procedures for this error.

2. If no other errors were received from the Tserver first, then verify that the Tserver/server is still running and look for LAN problems.

1 The Tserver could not begin execution of a thread group which is necessary for it to run properly.

There is a serious system problem. These errors will appear in the Tserver error logs. Consult the logs for the return code.

2 The Tserver has an internal system error.

This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

3 The specified driver has not sent any heart beat messages to the Tserver for the last three minutes. The driver may be in an inoperable state.

Look for driver error messages and/or contact the driver vendor to determine why it is no longer sending the heartbeat messages.

4 This error is no longer used. This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

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5 The Tserver was unable to release Tserver driver interface (TSDI) memory back to the operating system.

Consult the error log files for a corresponding error message. The error code associated with this error message should be one of the following:● -1 - a corresponding

FATAL error will be generated indicating the call failed. Follow the description for this error message.

● -2, -9, or -10 - internal Tserver software error. Collect the error log files and message trace files and escalate the problem

6 The Tserver was unable to send a message to the specified driver.

Consult the error log files for a corresponding error message.

1. This error can indicate that the driver unregistered while the Tserver was processing messages for it or that there is a software problem with the Tserver. Verify that the driver was loaded at the time of the error.

2. The error code (rc) should be one of the following: -2, -6, -9, -10. All these errors indicate an internal Tserver software error. Collect the error log files and message trace files and escalate the problem.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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7 The Tserver was unable to receive a message from the specified driver.

Consult the error log files for a corresponding error message. The error code (rc) should be one of the following:● -1 - a corresponding

FATAL error will be generated indicating the call failed. Follow the description for this error message.

● -2 - internal Tserver software error. Collect the error log files and message trace files and escalate the problem.

8 A driver, internal to the Tserver, failed to register properly. The Tserver will not run properly without this driver.

There is a serious system problem. These errors will appear in the Tserver error logs. Consult the logs for the return code.

9 A NetWare SPX call failed in the Tserver.

There is a serious system problem. These errors will appear in the Tserver error logs. Consult the logs for the return code.

10 This error code has multiple meanings and should not be returned to the application.

Consult the error log files for a corresponding error message.

11 The Tserver was unable to allocate a piece of memory.

1. Verify that the server has enough memory to run the driver and Tserver.

2. If the server has enough memory, then the driver has reached its limit of how much memory the Tserver will allocate. This limit is chosen by the driver when it registers with the Tserver. Call your support number.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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12 The Tserver was unable to encode a message from a driver.

This error should never be returned to an application. Consult the error log files for a corresponding error message. If the error appears in the error logs, it indicates that the Tserver does not recognize the message from the driver. Call your support number.

13 The Tserver was unable to decode a message from a client workstation.

The application is most likely using an old version of the client library. Check the version to ensure that it supports this message. If you have the latest DLL then Call your support number.

14 The Tserver tried to process a request with a bad client connection ID number.

1. This error should never be returned to an application. If it appears in the Tserver error logs, it indicates that an application may have been terminated or the client workstation was disconnected from the network while the Tserver was processing messages for it.

2. Determine if either of these two cases is true.

3. If this error occurs repeatedly and these conditions are not true, call your support number.

15 The Tserver received a message from the client to be sent to a driver that is not a valid TSAPI request.

Verify that the message the client is sending is a valid TSAPI request. If it is then there is a problem with the Tserver. Call your support number.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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16 The Tserver received an ACSOpenStreamConfEvent from a driver which does not have one of the version fields set correctly. The confirmation event will still be sent to the client with the version field set to "UNKNOWN."

This error will appear in the error log files and will indicate which field is invalid. Call your support number.

17 The Tserver received a message from the specified driver that is too large for it to process.

Use the Telephony Services administrator to increase the number of Send ECBs for this driver.

18 The Tserver does not have the internal resources to process this request.

This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

19 The Tserver was unable to initialize the Security Database when loading.

Look for other errors that might indicate a data base initialization problem.

20 The Tserver determined that a particular TSAPI message did not require Security Database validation. This code is an internal one and should never be returned to an application.

This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

21 The Tserver determined that a particular TSAPI message did require a Security Database validation. This code is an internal one and should never be returned to an application.

This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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22 The Tserver’s internal table of API calls indicating which level of security to perform on a specific request is corrupted.

This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

23 The Tserver rejected an ACSOpenStream request because the server ID in the message did not match a PBX driver supported by this Tserver.

A software problem has occurred with the application or the client library. Use TS Spy to verify that the application is attempting to open a stream to the correct Tlink.

24 The stream type of an ACSOpenStream request was invalid.

A software problem has occurred with the client library. Call your support number.

25 The password, login, or both from an ACSOpenStream request did not pass the Tserver authentication checks.A Tserver running on a Windows NT server uses NT authentication mechanisms. The user must have a valid entry in the NT user database.This error may also be returned if the login being validated against exists in a Trusted Domain of the Domain in which the Tserver is running, and this login is disabled in the Trusted Domain.

1. Validate that the user login and password were entered correctly into the application.

2. Use the Windows NT User Manager tool verify that the user’s login and password are correct.

3. If the user must change their password at next login, log in to Windows NT and change the password before starting the application.

26 No user object was found in the security database for the login specified in the ACSOpenStream request.

Verify the user has a user object in the security database by using the TSA32.● Validate that the user’s login

in the security database exactly matches the Windows NT username. Create a user object for this user if none exists.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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27 No device object was found in the security database for the device specified in the API call.

Create a device object for the device the user is trying to control in the Tserver security database by using the TSA32.● Create a device for this

device. Note: Make sure the assigned Tlink group for this device includes the correct Tlink.

28 The specified device did not appear on any of the searched lists, and more than one of the lists was not blank.

Change the user’s administration so that the user has permission to control the device through either the user’s worktop object (worktop administration) or through one of the Access Rights (user administration).

30 The user tried to access a worktop other than his/her own worktop while the "Extended Worktop Access" feature was disabled; however, permission to access this device on this worktop was granted.

Either enable the "Extended Worktop Access" feature or change the user’s worktop or Access Rights options to include permissions for the device at the worktop where the user is logged in.

31 This error is no longer used. This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

32 This error is no longer used. This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

33 This error is no longer used. This error should never be returned to an application or appear in the Tserver error logs.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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34 The Tserver read a device object from the security database that contained corrupted information. The device object did not contain a PBX index value which is a violation of the SDB structure.

This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

35 The Tlink group administered for this device does not contain the CTI link to which the user opened an connection.

1. Validate that the user opened the connection to the correct CTI link.

2. If the CTI link to which the stream was opened can support this device, use the TSA32 to ensure that the correct Tlink group is assigned to the device or change the Tlink group for the device to "Any Tlink."

36 This error is no longer used. This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

37 A memory allocation call failed in the Tserver.

There is a serious system problem. These errors will appear in the Tserver error logs. Consult the logs for the return code.

38 The Tserver has received a message from the application or the driver that it does not recognize.

Verify that the offending message is valid according to TSAPI. If it is a valid message then there may be a software problem with the Tserver. Call your support number.

39 The device in the API call is a member of an exception group which is administered as part of the user’s worktop, Access Rights, or "Extended Worktop Access" is enabled and the user is logged in.

Determine which of the device groups is an exception group and either remove this device from the group or create a new group that reflects the correct access permissions.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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40 The user login which is attempting to open an OAM stream to a PBX driver is a member of an Admin Access group, but this Admin Access group does not contain the OAM Tlink specified by the application (TSA32, TSM32, or the driver OAM).

Use the TSA32 to verify that this OAM Tlink is assigned to the user’s Admin Access Group.

41 An attempt to open a stream to an OAM application was made but the specified Tlink is not in the security database.

1. Verify that the user has entered the correct Tlink name.

2. Use the TSA32 or the TSM32 to verify that the specified Tlink is registered.

42 The user licenses maximum has been exceeded on this telephony server. No new User Licenses may be granted (that is, no new connections may be opened; however, if a user/application has an existing connection open to a Tlink, they may open another connection to the same Tlink from the same workstation using the same login).

Obtain a larger Telephony Ser-vices license.

43 The TSA32 or the TSM32 application was used to drop the connection for this client.

Determine why the Tserver administrator dropped the client connection.

44 The Tserver could not find a version stamp on the security database files.

There is a serious problem with the files that make up the Tserver security database. Call your support number.

45 The Tserver found old, out of date version stamps on the security database files.

There is a serious problem with the files that make up the Tserver security database. Call your support number.

46 The Tserver received a bad SPX packet so the client connection was dropped.

SPX reported a problem on this connection; try again. If this happens repeatedly, call your support number.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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47 The Tserver rejected a user’s request to open an connection, so the connection was dropped.

An error code should have been returned in response to the ACSOpenStream() request in the ACSUniversalFailureConfEvent. Follow the procedures defined for that error code.

48 This error is no longer used. This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

49 The telephony server rejected a user’s request to control a device because all of the following are true:● The Primary Device ID of

the user’s Worktop does not match the device and the device is not a member of the Secondary Device Group of the user’s Worktop.

● The Access Group in the "Access Rights" administration in this user’s record which corresponds to the action being attempted (Call Control or Device/Device Monitoring) is empty.

● The "Extended Worktop Access" feature is enabled and the user is not working from his or her own worktop, and either the other worktop is not in the SDB or does not have any devices associated with it.

Use the TSA32 to grant this user permission to control the device through either the worktop object (worktop administration) or through one of the "Access Rights" (user administration).

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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50 The telephony server rejected a user’s request to control a device because all of the following are true:● There is no worktop or the

user has no devices associated with the worktop.

● The "Extended Worktop Access" feature is enabled and the user is not working from his or her own worktop, and either the other worktop is not in the SDB or does not have any devices associated with it.

Change the user’s administration so that the user has permission to control the device through either the worktop object (worktop administration) or through the Call Control Access Group "Access Rights" (user administration).

51 The telephony server rejected a user’s request to control a device because all of the following are true:● There is no worktop or the

user has no devices associated with the worktop.

● The Access Group in the "Access Rights" administration in this user’s record which corresponds to the action being attempted (Call Control or Device/Device Monitoring) is empty.

● The "Extended Worktop Access" feature is enabled and the user is not working from his or her own worktop, and either the other worktop is not in the SDB or does not have any devices associated with it.

Change the user’s administration so that the user has permission to control the device through either the user’s worktop object (worktop administration) or through one of the "Access Rights" (user administration).

52 The telephony server has rejected a user’s routing request for a device because the user has a routing access group in their Access Rights but the device is not a member of that group.

Change the user’s administration so that the user has permission to control the device through the Routing Access Group "Access Rights " (User administration).

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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53 The telephony server rejected a user’s monitor device request because the user has a device/device monitoring access group, but the device is not a member of that group.

Change the user’s administration so that the user has permission to control the device through either the worktop record (worktop administration) or through the Device/Device Monitoring Access Group "Access Rights" (User administration).

54 The telephony server rejected a user’s request to monitor a device because the device does not appear on the user’s call/device monitor list and the call/device monitor list is not blank.

Change the user’s administration so that the user has permission to control the device through the Call/Device Monitoring Access Group "Access Rights" (user administration).

55 The telephony server rejected a user’s request to monitor a device because the Allow option for Call/Call Monitoring Access Group in the "Access Rights" administration in this user’s record is disabled.

Enable the Allow option for Call/Call Monitoring Access Group in the "Access Rights" administration in this user’s record (user administration).

56 This error is no longer used.

57 This error is no longer used.

58 This error is no longer used.

59 The telephony server rejected a user’s request to control a device because the "Routing Access Group" in the "Access Rights" administration in this user’s record is empty.

Change the user’s administration so that the user has permission to control the device through the "Routing Access Group" in "Access Rights" (user administration) by specifying a Device Group for the Routing Access Group.

60 This error is no longer used.

61 The telephony server rejected a user’s request to control a device because the Call/Device Monitoring Access Group in the "Access Rights" administration in this user’s record is empty.

Change the user’s administration so that the user has permission to control the device through the Call/Device Monitoring Access Group under "Access Rights" (user administration).

62 This error is no longer used.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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63 All the device groups in a user’s worktop and Access Rights are empty (in the set of lists searched for this type of message).

Change the user’s administration so that the user has permission to control the device through either the user’s worktop record (worktop administration) or through one of the "Access Rights" (user administration).

64 A CSTAGetDeviceList query was made with a bad CSTALevel_t value. Valid CSTALevels are:CSTA_HOME_WORK_TOP 1CSTA_AWAY_WORK_TOP 2CSTA_DEVICE_DEVICE_MONITOR 3CSTA_CALL_DEVICE_MONITOR 4CSTA_CALL_CONTROL 5CSTA_ROUTING 6

The application has called CSTAGetDeviceList with an invalid device level. Call the application support number.

65 The connection was torn down because the PBX driver associated with this stream terminated and unregistered with the Tserver.

Verify that the driver unregistered. If it did not, call your support number.

66 The Tserver has received a message from the client or the PBX driver over a stream which has not been confirmed. The PBX driver may have rejected the ACSOpenStream request or violated the protocol by not returning an ACSOpenStreamConfEvent.

1. The Tserver will terminate this stream when this error occurs. Verify that the application waits for an ACSOpenStreamConfEvent before it makes any further requests.

2. If the application is written correctly, Call your support number.

67 The Tserver has dropped the current Tserver TSA32 application connection per the request of a Tserver administrator.

Determine why the Tserver administrator dropped the connection.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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68 The Tserver has determined that has been trying to retransmit an ECB to a client for an extended period of time. Since the ECB cannot be sent, the Tserver has dropped the client connection.

Something is wrong with the SPX connection. Call your support number.

69 The Tserver has an internal resource problem.

There is a serious system problem. These errors will appear in the Tserver error logs. Consult the logs for the return code. Call your support number.

70 The Tserver cannot perform service advertising due to a error.

There is a serious system problem. These errors will appear in the Tserver error logs. Consult the logs for the return code. Call your support number.

71 The Tserver encountered a error while trying to access its message trace files or the traffic log.

This a system problem. These errors will appear in the Tserver error logs. Consult the logs for the return code. Call your support number.

72 This error indicates that there is a software problem with the Tserver.

This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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73 The TSDI for the indicated driver is congested, which means that the amount of allocated TSDI space as reach the highwater mark. This occurs when the PBX driver is not processing messages fast enough.

1. Increase the TSDI space using the TSA32 or the TSM32 application.

2. If the driver has indicated to the Tserver that it can accept flow control information, you can change the default flow control level to a higher value. Use the "Tlink Information Details" dialog box in the TSA32 or the "Tlink Status Information" dialog box in the TSM32 to make the change.

3. If the driver still cannot handle the message flow, then check with your PBX driver manufacturer for load capabilities of the driver. You may have to get a faster server, or split the load being handled by the driver among other Tservers.

74 The Tserver cannot allocate any more memory for the driver to which the application is connected. The driver registers an amount of memory with the Tserver when it loads which the Tserver uses as a maximum amount that can be allocated at one time.

1. Increase the TSDI space using the TSA32 or the TSM32 application.

2. If the driver can still not handle the message flow, then check with your PBX driver manufacturer for load capabilities of the driver. You may have to get a faster server, or split the load being handled by the driver among other Tservers.

75 The Tserver has received a message from a driver which contains an invokeID that it does not recognize. The Tserver will still send this message to the application.

The driver may be taking a very long time to respond to client requests. If this continues to happen call your support number

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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76 The Tserver TSA32 application attempted to set the high water mark for the TSDI size to a value that was larger than the TSDI size itself.

The TSA32 or the TSM32 application should have prevented the user from entering a TSDI size that was smaller than the high water mark. This error indicates a problem with the TSA32 or the TSM32 application itself.

77 The Tserver TSA32 application attempted to set the number of ECBs of a specific type (Connect, Send, or Listen) for a driver below the minimum number allowed for a driver. The minimum allowed number of ECBs of a specific type is 5.

The TSA32 or the TSM32 application should have prevented the user from entering an ECB value that was too low. This error indicates a problem with the TSA32 or the TSM32 application itself.

78 The Tserver TSA32 application attempted delete driver resource information for a driver which had no record in Btrieve file tsrvrsrc.dta. The tsrvrsrc.dta is the Btrieve file which stores resource information for drivers.

The TSA32 application should have prevented the user from trying to delete information for this driver. This error indicates a problem with the TSA32 application itself.

79 This error indicates an application which is using the SPX/IPX protocol to converse with the Tserver has not processed messages sent by the Tserver in over 30 seconds. The Tserver is recovering resources used to send the application the message.

This could indicate a problem on the network, with the client application machine or with the client application itself.

80 This error is no longer used. This error should never be returned to an application or appear in the Tserver error logs. If this event is generated by the Tserver, then there is a software problem with the Tserver. Call your support number.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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81 A client application attempted to open a stream with a protocol version (apiVer field in acsOpenStream()) set to a value that the Tserver does not support.

Use the TSA32 or the TSM32 application to determine which protocol versions the Tserver supports and compare these to the requirements of the client application.

82 A client application attempted to open a stream with a protocol version (apiVer field in acsOpenStream()) set to a value that the PBX Driver the stream was destined for does not support.

Use the TSA32 or the TSM32 application to determine which protocol versions the Driver supports and compare these to the requirements of the client application.

83 This indicates that the Tserver is having a problem with the transport layer.

There is a serious system problem. These errors will appear in the Tserver error logs. Call your support number.

84 A client application attempted to use a TSAPI call that is not supported by the negotiated protocol version for the current connection.

Use the TSA32 or the TSM32 application to determine which protocol versions the Tserver supports and compare these to the requirements of the client application.

85 The application is sending a request which is not valid based on the TSAPI version negotiation performed when the stream was opened.

The application should verify that it is requesting the appropriate version of TSAPI and that the driver can support this version.

86 This is an internal error in the Tserver.

These errors will appear in the Tserver error logs. Call your support number.

87 This is an internal error in the Tserver.

These errors will appear in the Tserver error logs. Call your support number.

88 This is an internal error in the Tserver.

These errors will appear in the Tserver error logs. Call your support number.

89 A client application attempted to open a stream with a protocol version (apiVer field in acsOpenStream()) that was set to a format that the Tserver could not decipher.

The application being used has a software problem. Contact the application software vendor.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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90 A client application attempted to open a stream using an outdated version of the TSLIB software that is incompatible with the current TSLIB software.

Upgrade the client to the current version of the TSLIB.

91 The Tserver has detected that an invalid license file was installed.

Re-install the Tserver. If the error still persists call your support number.

92 This error is no longer used.

93 This indicates that the Tserver has a software problem.

Call your support number.

94 The user login which is attempting to open an OAM stream is not a member of an Admin Access Group.

If this user is allowed to perform administration operations, then use the TSA32 to make the user a member of the appropriate Admin Access Group.

95 The Tserver has encountered an error with the TCP/IP transport.

These errors will appear in the Tserver error logs. Call your support number.

96 This indicates that the SPX transport is disabled for the Tserver.

This does indicate an error has occurred but is used as informational. If SPX is the desired transport use the TSA32 to enable it.

97 This indicates that the TCP/IP transport is disabled for the Tserver.

This does indicate an error has occurred but is used as informational. If TCP/IP is the desired transport use the TSA32 to enable it.

98 TCP/IP cannot be enabled for the Tserver because a required NetWare NLM has not been loaded.

Consult this manual to determine which NLMs must be loaded.

99 The user has tried to disable TCP/IP while the TSA32 or the TSM32 is using this transport.

Stop the TSA32 or the TSM32 application.

100 The user login which is attempting to open an TSA32 stream to a PBX driver does not have NDS access rights to the Tlink object for this OAM PBX driver.

Give the user Access rights to the TLINK.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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101 This error is associated with several error log messages that indicate a problem opening the Security database log file.

Look for entries in the Tserver error log related to the SDB log file for more information.

102 This indicates that the Tserver has a software problem.

Call your support number.

103 This error is associated with several error log messages that indicate a problem writing the Security database log file.

Look for entries in the Tserver error log related to the SDB log file for more information.

105 The Tserver cannot load the specified driver.

Verify that the driver and its supporting DLLs are located in the system environment path. If the Telephony Services software was just installed, try rebooting the server.

106 The user tried to load a driver that is not a valid driver.

Verify that the driver supports the tdiStartDriver() and tdiStopDriver() functions. It should only support these functions if it registers with the Tserver through tdiDriverRegister().

107 An internal error occurred. Call your support number.

108 The user tried to add a driver name to the Driver DLL Information dialog of the TSA32 or the TSM32 that already exists.

There needs to be one entry only in the list for each driver. If it does not appear in the list then call your support number.

109 The user tried to load a driver that is not in the unloaded state.

If the driver is stuck in the loading or unloading state, try stopping and starting the Tserver. If this fails, call your support number. The load command will only try to load a driver that is in the unloaded state.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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110 The user tried to unload a driver that is not in the loaded state.

If the driver is stuck in the loading or unloading state, try stopping and starting the Tserver. If this fails, call your support number. The unload command will only try to unload a driver that is in the loaded state.

111 The user login which is attempting to open an ACS Stream does not have “Access the computer from network” permission on the Windows NT, Windows 2000 or Windows XP account.

Using the appropriate Windows NT, Windows 2000 or Windows XP user administration utility, be sure to assign the user the “Access the computer from network” right. See Assigning User Rights on page 178.

112 The user login which is attempting to open an ACS Stream is a disabled account on the Windows NT machine.

In the Windows NT User Manager tool, select the account and then enable it.

113 The Net Logon service is not running.

Use the "Services" application (in the Control Panel) to start the Net Logon service.

114 The account for accessing the Tserver is restricted.

This may be due to too many failed login attempts. In the Windows NT User Manager tool, use the "User/Properties" option to make sure the user name and password information are correct. Use the "Policies/Account" option to make sure the account settings are correct. Then try to log in again

115 The account for accessing the Tserver cannot be logged in to at this time.

In the Windows NT User Manager tool, use the "User/Properties" option to make sure the user name and password information are correct. Use the "Policies/Account" option to make sure the account settings are correct. Then wait and try to log in to the Tserver at a later time.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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116 The account cannot be accessed from this workstation.

This is the workstation on which the Tserver is running. Try to access the account from a different workstation. You can also use the "Policies/Account" option in the Windows NT User Manager tool to make sure the account settings are correct.

117 The account has been locked out by the administrator.

Have the administrator reinstate the account, if appropriate. In the Windows NT User Manager tool, use the "Policies/Account" option to change or update lockout information for the account.

118 The password has expired. In the Windows NT User Manager tool, use the "User/Properties" option to change the password or set the checkbox for "Password Never Expires." You can also use the "Policies/Account" option to change or update expiration information for the password.

1000 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the definition DRIVER_DUPLICATE_ACSHANDLE.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

1001 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the definition DRIVER_INVALID_ACS_REQUEST.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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1002 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the defini-tion DRIVER_ACS_HANDLE_REJECTION.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

1003 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the defini-tion DRIVER_INVALID_CLASS_REJECTION.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

1004 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the defini-tion DRIVER_GENERIC_REJECTION.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

1005 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the defini-tion DRIVER_RESOURCE_LIMITATION.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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1006 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the definition DRIVER_ACSHANDLE_TERMINATION.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

1007 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the definition DRIVER_LINK_UNAVAILABLE.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

1008 This is a generic error code that is provided so that PBX drivers can send ACSUniversalFailure events with values that do not conflict with the set of codes used by the Tserver. This code has the definition DRIVER_OAM_IN_USE.

This code may be used differently by each PBX driver written for Telephony Services. Refer to your PBX driver documentation for a description of this code.

Table 11-13: ACS Universal Failure Events

Error Description Corrective Action

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Security Database ErrorsThe errors listed below are the errors that occurred when an application requested a database function and there was a failure. The first column gives the number identifying the error. The second column gives a brief description of the error. This is also the error description that appears in the error file created by the update/upgrade function of the Bulk Administration feature. A complete description of the problem is given in column 3. Error codes that do not appear in this list are used for internal processing and should not be reported to users.

Table 11-14: Security Database Errors

Error Error Message Description

501 Corrupt dictionary The dictnry.sdb file is unreadable. It must be restored before the SDB can be accessed. If the error persists, uninstall the Btrieve component, then reinstall it.

503 Missing dictionary The dictnry.SDB is not in the C:\Program Files\Avaya\CT\tsrv\SDB directory on the telephony server.

504 Invalid state The SDB database driver is not in a NORMAL state and so cannot process any application requests. Check the version information and correct the problem before proceeding.

505 Invalid attribute type The INFORM1 line contains an attribute ID that is not in the file specified on that INFORM1 line. This is a fatal error since it would apply to all errors for that file.

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507 Invalid file type A (non-comment) line in the bulk admin file does not contain a valid file type in column 2. The valid file types are user.dta, wktp.dta, dlist.dta, device.dta, oamlist.dta, tlist.dta, and tlink.dta. This may also mean you have entered the wrong type of file when you requested a bulk admin function. For example, you entered the name of a simple file when you were prompted for a flat file name.

508 Attribute not in file The attribute specified in the INFORM1 line is not in the file specified on that INFORM1 line. This is a fatal error because all the records for this file will have this error.

510 Record not found The record to be modified or deleted is not in the database. The value in column 3 is used as the primary key. Remember that all primary keys, except for LOGIN and TLINK_NAME, are case-sensitive in BTRV.

511 Database access returned error

The underlying database engine has attempted a database access and was unable to complete the request. More information can be found in the error log.

512 Inconsistent database files BTRV only: The .dta files which make up the SDB do not all have the same version number. The SDB cannot be used until all the .dta files have the same version number

514 Connection table full All available SDB resources are busy at this time; try again when the Tserver is not so busy.

517 Invalid context The NDS context is not valid.

Table 11-14: Security Database Errors

Error Error Message Description

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518 Login table full All available SDB resources are busy at this time; try again when the Tserver is not so busy.

519 Failed login Authentication against NDS failed. Either login or password or both are incorrect.

520 No permissions The Tserver or other application attempting an SDB request does not have permission as per NDS to do the request.

521 Invalid data The data for a particular attribute does not pass the validation routine for that attribute.

522 Missing primary key The primary key that identifies the record to be updated has not been supplied. This value must be placed in column 3 of either the simple or flat file.

523 Mandatory attribute missing A mandatory attribute has not been provided.

524 Invalid primary key The attribute in error is a foreign key (the primary key of another file). The value given for this attribute is not a valid primary key. For example, if the value for the attribute WORKTOP in the USER file is Mary’s worktop, there must be a corresponding WORKTOP, Mary’s worktop, in the WKTP file.

526 Duplicate key The primary key of a record to be inserted already exists in the database and may not be duplicated.

Table 11-14: Security Database Errors

Error Error Message Description

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536 Contention for the same record

There has been contention for the same record between the bulk admin feature and another application which uses the SDB. This can occur when two applications try to modify or delete the same record at the same time. Try again.

537 No more disk space The SDB database driver couldn’t write a record to the file because there was no available space on the disk. This is a fatal error.

538 No memory The SDB database driver couldn’t allocate memory resources to execute an operation. Check system resources.

539 Number of open files exceeds maximum

The maximum number of files that may be opened simultaneously (as set in Btrieve) is not large enough.

548 Attribute value over allowed max

The value of the attribute is over the allowed maximum for that attribute type.

549 Attribute value under allowed min

The value of the attribute is under the allowed minimum for that attribute type.

550 Data too large The attribute value has more characters than permitted for that attribute type.

551 Period in key The value of a primary key contains a period, ("."). This is not permitted.

552 Write to file failed The bulk admin program could not write to the flat file or error file. It is not a failure of a database write.

553 Read of file failed The bulk admin process could not read the simple/flat file for update.

Table 11-14: Security Database Errors

Error Error Message Description

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554 File not present The file named in the update, upgrade, or backup file does not exist in the sys:\system\tsrv\bulk_add directory.

555 INFORM1 line is missing The input file for bulk admin did not contain an INFORM1 line.

559 Object is referenced by another object

The user is trying to delete a record whose primary key is referenced by a foreign key in another file. For example, if a user record contains a value, Mary’s worktop, for the WORKTOP attribute, the WKTP record whose primary key is Mary’s worktop cannot be deleted from the database until the reference in the user record is deleted.

565 File open failure The bulk admin feature could not open the simple, flat or error file named in the request.

571 Invalid input line The line has invalid data in columns 1, 2 or 3. Column 1 must be a legal opcode; column 2 must be a legal file ID and column 3 must contain a primary key (CN).

574 Can’t modify a multi-valued attribute

You have requested a MODIFY of an attribute that is multi-valued - like a device ID on a device group or a Tlink on either a Tlink Group or Admin Group (BTRV only). You must delete the attribute from the list and then re-add it.

575 Simple/Flat/Error files have the same names

You have requested Bulk Admin to use a flat file and error file with the same name. This would cause the data in the flat file to be corrupted.

Table 11-14: Security Database Errors

Error Error Message Description

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576 Invalid vendor length The vendor field in the advertised service can only be 8 characters. The vendor field is the first of four sets of characters in the advertised service.

577 Invalid service length The service field in the advertised service can only be 14 characters. The service field is the second of four sets of characters in the advertised service.

578 Invalid service type The service type field in the advertised service can only be 4 characters. The service type field is the third of four sets of characters in the advertised service. The legal service types are SIM, CSTA, OAM, OTHR, NSRV

579 Invalid service name length The service name field in the advertised service can only be 19 characters. The service name field is the last of four sets of characters in the advertised service.

Table 11-14: Security Database Errors

Error Error Message Description

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Index

Symbols.tslibrc sample file . . . . . . . . . . . . . . . . . 160

AAccess rights options (also called access rights permissions)

51Access rights, user call control . . . . . . . . . . . 52Access the computer from network 177, 245, 249, 253,

313ACS universal failure errors

problems accesing a device. . . . . . . . . . . 250ACS universal failure events

TSLIB error codes . . . . . . . . . . . . . . . 292Admin access group

defined . . . . . . . . . . . . . . . . . . . . 22setting up . . . . . . . . . . . . . . . . . . . 72

Admin menuBulk Admin . . . . . . . . . . . . . . . . . . 132

Administration privilegesuser . . . . . . . . . . . . . . . . . . . . . . 31

Advertise Telephony Services name server . . . . . 185Alarms

traffic measurement . . . . . . . . . . . . . . 230Application problems, troubleshooting. . . . . . . . 253Application, and device monitoring . . . . . . . . . 52Assigning user rights. . . . . . . . . . . . . . . . 178Authentication . . . . . . . . . . . . . . . . . . . 22

local login . . . . . . . . . . . . . . . . . . . 176single login . . . . . . . . . . . . . . . . . . 175troubleshooting. . . . . . . . . . . . . . . . . 245

Auto loadDLLs . . . . . . . . . . . . . . . . . . . . . 196

Automatic administration of LAN addresses, troubleshooting256

BBackup

SDB (using TSA32) . . . . . . . . . . . . . . 133Btrieve components, listed . . . . . . . . . . . . . 257Buffer usage (CSDI) . . . . . . . . . . . . . . . . 236Bulk administration

(general description) . . . . . . . . . . . . . . 40adding telephony services objects to your security

database for the first time . . . . . . . . 106, 128

asterisks in flat file . . . . . . . . . . . . . . .111correcting fatal errors . . . . . . . . . . . . . .117correcting non-fatal errors . . . . . . . . . . . .116deleting objects from SDB . . . . . . . . . . . 127error file . . . . . . . . . . . . . . . . . . . .115files used . . . . . . . . . . . . . . . . . . . .110flat file

adding objects to SDB . . . . . . . . . . . 125flat file section types . . . . . . . . . . . . . .114guidelines for flat files . . . . . . . . . . . . . 127invoking . . . . . . . . . . . . . . . . . . . 132keywords . . . . . . . . . . . . . . . . . . . .112making bulk changes to an existing SDB . . . . 107migrating from a Netware Telephony server to a

Windows NT Telephony server . . . . . . . . .110modifying objects . . . . . . . . . . . . . . . 126multi-valued attributes . . . . . . . . . . . . . .113overview . . . . . . . . . . . . . . . . . . . 105printing contents of SDB. . . . . . . . . . . . 108restrictions for administering objects . . . . . . .112simple file errors . . . . . . . . . . . . . . . 123the simple file . . . . . . . . . . . . . . . . . .118Tlink object fields . . . . . . . . . . . . . . . .111updating from the flat file . . . . . . . . . . . 128updating your SDB automatically. . . . . . 109, 131usage procedures. . . . . . . . . . . . . . . 128where files are created . . . . . . . . . . . . 132

Bulk administration filesflat file . . . . . . . . . . . . . . . . . . . . .110viewing with a spreadsheet . . . . . . . . . . .110

BULK_ADD directory (SRVSDB…BULK_ADD). . . 132

CCall control (user), and access rights . . . . . . . . 52Call monitoring application, sample configuration . . . 56Call routing, in sample configuration . . . . . . . . . 59Call, outgoing (general description) . . . . . . . . . 21Call/call monitors . . . . . . . . . . . . . . . . . . 52Call/device monitor . . . . . . . . . . . . . . . . . 52Client message tracing (TS Spy) . . . . . . . . . 275Client Service for NetWare, troubleshooting access

requirements . . . . . . . . . . . . . . . . . . 248Client setup

HP-UX . . . . . . . . . . . . . . . . . . . . 160UnixWare . . . . . . . . . . . . . . . . . . 160

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Client software modules . . . . . . . . . . . . . 157Client statistics, tracked by Cserver . . . . . . . . 234Computer Supported Telecommunications Applications

(CSTA), defined . . . . . . . . . . . . . . . . . 22Computer Telephony Integration (CTI), defined . . . 22Configuration file for Unix-based clients . . . . . . 160Connection, establishing . . . . . . . . . . . . . . 21Create Templates command . . . . . . . . . . . 131CSDI

buffer usage . . . . . . . . . . . . . . . . . 236low water mark . . . . . . . . . . . . . . . . 236memory allocation . . . . . . . . . . . . . . 235

Cserverdescribed. . . . . . . . . . . . . . . . . 183, 231displaying status information. . . . . . . . . . 238internal buffer sizes . . . . . . . . . . . . . . 238message flow. . . . . . . . . . . . . . . . . 272message tracing . . . . . . . . . . 241, 261, 272message tracing with TSM32 . . . . . . . . . 273status information . . . . . . . . . . . . . . . 234

viewing with TSM32 . . . . . . . . . . . . 239CSTA (Computer Supported Telecommunications

Applications), defined . . . . . . . . . . . . . . . 22CSTA Universal Failure errors . . . . . . . . . . 287CSTA.DLL . . . . . . . . . . . . . . . . . . . . 157CSTA32.DLL . . . . . . . . . . . . . . . . . . 157CTI (Computer Telephony Integration), defined . . . 22CTI link, defined . . . . . . . . . . . . . . . . . . 22

DDevice

troubleshooting access problems . . . . . . . 249Device group object . . . . . . . . . . . . . . . . 33Device ID

described. . . . . . . . . . . . . . . . . . . . 33primary. . . . . . . . . . . . . . . . . . . . . 32

Device object . . . . . . . . . . . . . . . . . . . 33Device object attributes (SDB) . . . . . . . . . . 141Device/device monitoring . . . . . . . . . . . . . . 52DHCP, and TCP/IP configuration . . . . . . . . . 162DICTNRY.SDB (security data dictionary) . . . . . . 40Distinguishing users in different Windows NT domains178DLL

adding . . . . . . . . . . . . . . . . . . . . 194configuring for Auto Load . . . . . . . . . . . 196loading and unloading . . . . . . . . . . . . . 195removing . . . . . . . . . . . . . . . . . . . 195

Driver DLL information . . . . . . . . . . . . . . 193Driver, troubleshooting . . . . . . . . . . . . . . 252Dropping a user connection . . . . . . . . . . . . 213

EECMA (European Computer Manufacturers’ Association)22ECMA-179 messages, tracing and troubleshooting . 261Editing, redisplaying screen . . . . . . . . . . . . . 62Enable Automatic Administration of LAN Addresses. 185Enable Pop-Up Alarm Notification . . . . . . . . . 185Enable Pop-Up alarms

TSM32 . . . . . . . . . . . . . . . . . . . . 186errlogyyyymmdd.txt file, simple file errors . . . . . . 122Error codes

CSTA Universal Failure Events . . . . . . . . . 286defined . . . . . . . . . . . . . . . . . . . . 262TSLIB. . . . . . . . . . . . . . . . . . . . . 292

Error filebulk administration. . . . . . . . . . . . . . . 115

Error logging . . . . . . . . . . . . . . . . 240, 261Errors

fatal . . . . . . . . . . . . . . . . . . . . . 115non-fatal . . . . . . . . . . . . . . . . . . . 115reported by TS Spy . . . . . . . . . . . . . . 283Security Database . . . . . . . . . . . . . . . 317serverity levels defined. . . . . . . . . . . . . 115

European Computer Manufacturers’ Association (ECMA)22Event logging . . . . . . . . . . . . . . . . . . . 261Extended worktop access

and LAN address information. . . . . . . . . . . 50described . . . . . . . . . . . . . . . . . . . 185if disabled . . . . . . . . . . . . . . . . . . . . 50

FFile wrap-around . . . . . . . . . . . . . . . . . . 43Firewall . . . . . . . . . . . . . . . . . . . . . 166Flat file

and updating the SDB . . . . . . . . . . . . . 127automating SDB administration . . . . . . . . . 124bulk administration

data lines . . . . . . . . . . . . . . . . . 112filename extension. . . . . . . . . . . . . . . 127general rules for creating. . . . . . . . . . . . 127order of data lines . . . . . . . . . . . . . . . 124section headers . . . . . . . . . . . . . . . . 111section types . . . . . . . . . . . . . . . . . 114template (FLATTMPL.TXT). . . . . . . . . . . 132updating the SDB . . . . . . . . . . . . . . . 128

Flow control . . . . . . . . . . . . . . . . . . . 233Full user permissions . . . . . . . . . . . . . . . 254

GGranting user permissions. . . . . . . . . . . . . . 47

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HHistory report

Tlink. . . . . . . . . . . . . . . . . . . . . . 224TSDI . . . . . . . . . . . . . . . . . . . . . 225Tserver . . . . . . . . . . . . . . . . . . . . 221

Host name format, and host-name resolution on Tserver162Host names, spaces prohibited . . . . . . . . . . . 159

IInitialization problems, Tserver . . . . . . . . . . . 245IP address, changing for Tserver . . . . . . . . . . 158IP address, routable . . . . . . . . . . . . . . . . 166

KKeywords, bulk administration . . . . . . . . . . . 112

LLAN address information, and Extended Worktop Access50LAN addresses, troubleshooting . . . . . . . . . . 256LAN architecture for Telephony Services . . . . . . 156libcsta.so (TSLIB module) . . . . . . . . . . . . . 157LMHOSTS file, usage probited . . . . . . . . . . . 162Load balancing with Tlink groups . . . . . . . . . . 37Local login authentication . . . . . . . . . . 174, 176Log file sizes . . . . . . . . . . . . . . . . . . . 274Log files

viewing . . . . . . . . . . . . . . . . . . . . 266Log size, maximum . . . . . . . . . . . . . . . . 262Logging . . . . . . . . . . . . . . . . . . . . . . 261Login

Windows 95 machine. . . . . . . . . . . . . . 175Windows NT Machine . . . . . . . . . . . . . 175

MManual pages

sdbBackupDataBase( ) . . . . . . . . . . . . . 149SDBBackupDataBaseConfEvent . . . . . . . . 151SDBUniversalFailureConfEvent . . . . . . . . . 152sdbUpdateDataBase( ) . . . . . . . . . . . . . 143SDBUpdateDataBaseConfEvent . . . . . . . . 147

Mapping a drive to a Windows NT Machine . . . . . 176Memory allocation, CSDI. . . . . . . . . . . . . . 235Menu options

TS Spy . . . . . . . . . . . . . . . . . . . . 277Message . . . . . . . . . . . . . . . . . . . . . 261Message queues

Cserver . . . . . . . . . . . . . . . . . . . . 233

tracking . . . . . . . . . . . . . . . . . . . 236Message tracing

Cserver . . . . . . . . . . . . . . . . . 241, 272enabling Tserver message tracing . . . . . . . 270Tserver. . . . . . . . . . . . . . . . . . . . 269

Message traffic. . . . . . . . . . . . . . . . . . 237Monitoring, defined . . . . . . . . . . . . . . . . . 22Multi-valued attributes, and bulk administration. . . .113

NName Server Advertising . . . . . . . . . . . . . 186Network address . . . . . . . . . . . . . . . . . . 32Novell NT Requester, troubleshooting . . . . . . . 248

OObject attribute tables (SDB) . . . . . . . . . . . 138Object types (SDB). . . . . . . . . . . . . . . . . 29

PPBX (Private Branch Exchange), defined . . . . . . 22PBX driver

defined . . . . . . . . . . . . . . . . . . . . . 20described. . . . . . . . . . . . . . . . . . . 183loading and unloading . . . . . . . . . . . . . 193

Pop-Up alarms . . . . . . . . . . . . . . . . . . 185Primary device ID . . . . . . . . . . . . . . . . . 32Private Branch Exchange (PBX), defined . . . . . . 22

QQuick Add

using the simple file . . . . . . . . . . . . . . 120with TSA32 . . . . . . . . . . . . . . . . . . . 68

RRebooting, after administrative changes to a user’s

permissions . . . . . . . . . . . . . . . . . . . 62Report, Tserver traffic . . . . . . . . . . . . . . 227Resource information

detailed view with TSM32 . . . . . . . . . . . 207TCP/IP . . . . . . . . . . . . . . . . . . . . .211viewing user status . . . . . . . . . . . . . . 212viewing user status with TSM32 . . . . . . . . 212

Resource information, TSDI. . . . . . . . . . . . 210Routable IP address . . . . . . . . . . . . . . . 166Routing application, when started . . . . . . . . . . 52Routing, when a routing application is started . . . . 52

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SSample configuration

assigning permissions. . . . . . . . . . . . . . 53call monitoring . . . . . . . . . . . . . . . . . 56manager/assistant . . . . . . . . . . . . . . . 54

SDBadding objects . . . . . . . . . . . . . . . . 125admin group object attribute . . . . . . . . . . 142administration access

with TSA32 . . . . . . . . . . . . . . . . . 71and printing data . . . . . . . . . . . . . . . 130automating SDB administration . . . . . . . . 124bulk administration

deleting objects . . . . . . . . . . . . . . 127data dictionary . . . . . . . . . . . . . . . . . 40data validity checks . . . . . . . . . . . . . . . 38device object attributes . . . . . . . . . . . . 141logging . . . . . . . . . . . . . . . . . . . . . 41making bulk changes to your SDB . . . . . . . 129modifying objects . . . . . . . . . . . . . . . 126module . . . . . . . . . . . . . . . . . . . . . 39object attribute tables . . . . . . . . . . . . . 138object types . . . . . . . . . . . . . . . . . . 29object view . . . . . . . . . . . . . . . . . . . 66objects . . . . . . . . . . . . . . . . . . . . . 29Tlink group object attributes . . . . . . . . . . 142Tlink object attributes . . . . . . . . . . . . . 142updating with flat file . . . . . . . . . . . . . 128upgrades to Telephony Services and data dictionary40upgrading . . . . . . . . . . . . . . . . . . 136user object attributes . . . . . . . . . . . . . 139version information . . . . . . . . . . . . . . . 41worktop object attributes. . . . . . . . . . . . 140

SDB (Security Database)defined . . . . . . . . . . . . . . . . . . . 20, 23overview . . . . . . . . . . . . . . . . . . . . 25

SDB backupusing TSA32 . . . . . . . . . . . . . . . . . 133

SDB device group object attributes . . . . . . . . 141SDB manual pages, listed . . . . . . . . . . . . 143SDB objects

device groups . . . . . . . . . . . . . . . . . 39devices. . . . . . . . . . . . . . . . . . . . . 39ordering sequence . . . . . . . . . . . . . . . 39Tlink groups . . . . . . . . . . . . . . . . . . 39Tlinks . . . . . . . . . . . . . . . . . . . . . 39users. . . . . . . . . . . . . . . . . . . . . . 39worktops . . . . . . . . . . . . . . . . . . . . 39

SDB status informationviewing with TSA32 . . . . . . . . . . . . . . 199

sdbBackupDataBase( ) manual page. . . . . . . . 149SDBBackupDataBaseConfEvent manual page . . . 151sdblog.txt

field descriptions . . . . . . . . . . . . . . . . 41format . . . . . . . . . . . . . . . . . . . . . 41sample file . . . . . . . . . . . . . . . . . . . 42

sdblogyyyymmdd.txtlocation of . . . . . . . . . . . . . . . . . . . . 41

SDBUniversalFailureConfEvent manual page. . . . 152sdbUpdateDataBase( ) manual page . . . . . . . . 143SDBUpdateDataBaseConfEvent manual page . . . 147Search methods

Windows NT . . . . . . . . . . . . . . . . . 176Secondary device group. . . . . . . . . . . . . . . 32Security Database (SDB)

defined . . . . . . . . . . . . . . . . . . . . . 23overview . . . . . . . . . . . . . . . . . . . . 25

Security Database errors . . . . . . . . . . . . . 317Security database, updating . . . . . . . . . . . . 134Semaphores (used by Cserver) . . . . . . . . . . 238Shared worktop device group administration . . . . . 57Simple file

described . . . . . . . . . . . . . . . . . . . 118errors (logged in errlog.txt) . . . . . . . . . . . 122format . . . . . . . . . . . . . . . . . . . . 120template (SMPLTMPL.TXT) . . . . . . . . . . 132using for Quick Adds. . . . . . . . . . . . . . 120

Single login authentication. . . . . . . . . . 173, 175Slow performance (Telephony Services), troubleshooting

258Software, Telephony Server . . . . . . . . . . . . 181Starting Telephony Server . . . . . . . . . . . . . 183Status . . . . . . . . . . . . . . . . . . . . . . 212

Cserver . . . . . . . . . . . . . . . . . 234, 238Tlink . . . . . . . . . . . . . . . . . . . . . 202

Status information on TServerviewing with TSA32 . . . . . . . . . . . . . . 199

Stopping Telephony Server . . . . . . . . . . . . 183Stream (connection)

problems with opening . . . . . . . . . . . . . 248tracing with TS Spy . . . . . . . . . . . . . . 281with tracing enabled . . . . . . . . . . . . . . 281

Stream, defined. . . . . . . . . . . . . . . . . . . 23

TTCP Preferred Naming Format, usage restrictions . 161TCP/IP

displaying status information with TSA or TSM32 163using TSA32 to administer TCP/IP . . . . . . . 163

TCP/IP and Tserver feature interactionsautomatic administration of LAN addresses . . . 161extended worktop access . . . . . . . . . . . 161

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TCP/IP configurationif Automatic Administration of LAN Addresses is enabled

162if Extended Worktop Access is enabled . . . . . 161if you use DHCP . . . . . . . . . . . . . . . . 162

TCP/IP resource information, viewing . . . . . . . . 211TDI and matching version numbers with other components

255Telephony Server

defined . . . . . . . . . . . . . . . . . . . . 23software . . . . . . . . . . . . . . . . . . . . 181starting . . . . . . . . . . . . . . . . . . . . 183stopping . . . . . . . . . . . . . . . . . . . . 183

Telephony Server modulesCserver . . . . . . . . . . . . . . . . . 182, 183PBX driver . . . . . . . . . . . . . . . . . . . 183Telephony Services Driver Interface . . . . . . . 182Tserver . . . . . . . . . . . . . . . . . . . . 182

Telephony Server options . . . . . . . . . . . . . 185Advertise Telephony Serivces Name Server . . . 185Enable Automatic Administration of LAN Addresses185Enable Pop-Up Alarm Notification . . . . . . . . 185Extended Worktop Access . . . . . . . . . . . 185Transport Layer Options . . . . . . . . . . . . 185

Telephony Servicescomponents . . . . . . . . . . . . . . . . . . 20LAN architecture . . . . . . . . . . . . . . . . 156terminlogy . . . . . . . . . . . . . . . . . . . 22traffic management . . . . . . . . . . . . . . . 215Traffic Viewer application . . . . . . . . . . . . 218

Telephony Services Administrator (TSA32)overview. . . . . . . . . . . . . . . . . . . . 62

Telephony Services Administrator (TSA32), defined . 23Telephony Services Application Programming Interface

(TSAPI) . . . . . . . . . . . . . . . . . . . . . 23Telephony Services Driver Interface (TSDI)

described . . . . . . . . . . . . . . . . . . . 182Telephony Services Library (TSLIB), defined . . . . 20Telephony Services Maintenance (TSM32) . . . . . 23Telephony Services terminology

call control permissions . . . . . . . . . . . . . 46device . . . . . . . . . . . . . . . . . . . . . 46monitor . . . . . . . . . . . . . . . . . . . . 46worktop . . . . . . . . . . . . . . . . . . . . 46

Telephony Services Test Application (TSTEST) . . . 283Telephony services types, CSTA and OAM . . . . . 34Template

creation . . . . . . . . . . . . . . 131, 132, 133default names . . . . . . . . . . . . . . . . . 132FLATTMPL.TXT . . . . . . . . . . . . . . . . 132SMPLTMPL.TXT . . . . . . . . . . . . . . . . 132

Tlink . . . . . . . . . . . . . . . . . . . . . . . 23definition. . . . . . . . . . . . . . . . . . . . 34

Tlink current report . . . . . . . . . . . . . . . . 223Tlink group

associating devices with a particular PBX. . . . . 35defined . . . . . . . . . . . . . . . . . . . . . 34described. . . . . . . . . . . . . . . . . . . . 23load balancing . . . . . . . . . . . . . . . . . 37

Tlink history report . . . . . . . . . . . . . . . . 224Tlink name

components of . . . . . . . . . . . . . . . . . 34example . . . . . . . . . . . . . . . . . . . . 34

Tlink object attributes (SDB) . . . . . . . . . . . 142Tlink settings. . . . . . . . . . . . . . . . . . . 222Tlink status . . . . . . . . . . . . . . . . . . . 202Traffic

count of messages . . . . . . . . . . . . . . 237Traffic (Tserver) settings and reports . . . . . . . 219TRAFFIC and matching version numbers with other

components . . . . . . . . . . . . . . . . . . 255Traffic log

location of . . . . . . . . . . . . . . . . . . 228min/max . . . . . . . . . . . . . . . . . . . 219sample . . . . . . . . . . . . . . . . . . . . 228

Traffic measurement, Telephony Services . . . . . 215Traffic measurements and alarms . . . . . . . . . 230Traffic reports

defined . . . . . . . . . . . . . . . . . . . . 227Tlink . . . . . . . . . . . . . . . . . . . . . 223

Traffic Viewer (Telephony Services) . . . . . . . . 218Transport layer options . . . . . . . . . . . . . . 185Troubleshooting

ACS universal failure events . . . . . . . . . . 292application problems . . . . . . . . . . . . . 253common Tserver problems . . . . . . . . . . 244LAN addresses . . . . . . . . . . . . . . . . 256problem areas listed . . . . . . . . . . . . . 243problems accessing a device . . . . . . . . . 249problems opening a stream . . . . . . . . . . 248SDB database . . . . . . . . . . . . . . . . 257Security Database errors . . . . . . . . . . . 317slow performance of Telephony Services . . . . 258Tserver authentication problems . . . . . . . . 245

Troubleshooting flowchart. . . . . . . . . . . . . 243Troubleshooting mechanisms

Cserver message tracing . . . . . . . . . . . 261error codes . . . . . . . . . . . . . . . . . . 262error logging . . . . . . . . . . . . . . . . . 261event logging . . . . . . . . . . . . . . . . . 261TS Spy . . . . . . . . . . . . . . . . . . . . 262Tserver message tracing . . . . . . . . . . . 261TSTest . . . . . . . . . . . . . . . . . . . . 262

TS Spyclient library model . . . . . . . . . . . . . . 281client message tracing through TSLIB . . . . . 275

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error records . . . . . . . . . . . . . . . . . 283file logging . . . . . . . . . . . . . . . . . . 278individual connection tracing . . . . . . . . . . 281menu options . . . . . . . . . . . . . . . . . 277trace records . . . . . . . . . . . . . . . . . 282tracing a stream (connection) . . . . . . . . . 281

TS Spy message tracing facility . . . . . . . . . . 262TSA32. . . . . . . . . . . . . . . . . . . . . . . 23

administering TCP/IP . . . . . . . . . . . . . 163administration of system-wide feature . . . . . . 70and SDB log settings . . . . . . . . . . . . . 103controlling SDB Administration Access . . . . . . 71creating objects . . . . . . . . . . . . . . . . . 66deleting objects . . . . . . . . . . . . . . . . . 67features . . . . . . . . . . . . . . . . . . . . 64how to use Quick Add . . . . . . . . . . . . . . 68menu bar . . . . . . . . . . . . . . . . . . . . 64SDB tree view . . . . . . . . . . . . . . . . . 66SDB window . . . . . . . . . . . . . . . . . . 65starting . . . . . . . . . . . . . . . . . . . . . 63submitting new or changed object information . . 67tool bar. . . . . . . . . . . . . . . . . . . . . 65usage tips . . . . . . . . . . . . . . . . . . . 66

TSA32 (32-bit Telephony Services Administrator), defined62

TSA32 usage tips, selecting objects . . . . . . . . . 66TSADV and matching version numbers with other

components . . . . . . . . . . . . . . . . . . 255TSAPI (Telephony Services Application Programming

Interface). . . . . . . . . . . . . . . . . . . . . 23TSAPI messages, to enable tracing of . . . . . . . 270TSAPI Services Controller . . . . . . . . . . . . 183TSAUTH and matching version numbers with other

components . . . . . . . . . . . . . . . . . . 255TSDI

viewing resource information . . . . . . . . . 210TSDI (Telephony Services Driver Interface) . . . . 182TSDI history report . . . . . . . . . . . . . . . . 225Tserver . . . . . . . . . . . . . . . . . . . . . . 23

and matching version numbers for software components255

checking version information. . . . . . . . . . 255defined . . . . . . . . . . . . . . . . . . . . . 20described. . . . . . . . . . . . . . . . . . . 182error log . . . . . . . . . . . . . . . . . . . 266history report . . . . . . . . . . . . . . . . . 221initialization problems . . . . . . . . . . . . . 245login (authentication) problems . . . . . . . . 245message tracing . . . . . . . . . . . . . . . 269reporting errors . . . . . . . . . . . . . . . . 267traffic settings and reports . . . . . . . . . . . 219user authentication . . . . . . . . . . . . 62, 173

Tserver features and TCP/IP settings . . . . . . . 161

Tserver IP address, changing . . . . . . . . . . . 158Tserver SDB driver and matching version numbers with

other components . . . . . . . . . . . . . . . . 255Tserver status . . . . . . . . . . . . . . . . . . 197Tserver status information

resetting refresh rate (TSM32 only) . . . . . . . 201viewing with TSM32 . . . . . . . . . . . . . . 200

Tserver version informationversions must match for TSUSR, TSADV, TSAUTH,

TRAFFIC, TSMI, TDI, TSVL, TSSB, Tserver SDB255TSLIB

error codes (ACS universal failure events). . . . 292tracing client messages with TS Spy . . . . . . 275

TSLIB (Telephony Services Library), defined . . . . . 20TSLIB configuration files . . . . . . . . . . . . . 157TSLIB module

client modules listed . . . . . . . . . . . . . . 157CSTA.DLL . . . . . . . . . . . . . . . . . . 157CSTA32.DLL . . . . . . . . . . . . . . . . . 157libcsta.so . . . . . . . . . . . . . . . . . . . 157

TSLIB.INI file, required for client and server. . . . . 159tslibrc (.tslibrc) sample file . . . . . . . . . . . . . 160TSM32 . . . . . . . . . . . . . . . . . . . . . . . 23

display TCP/IP status . . . . . . . . . . . . . 164TSMI and matching version numbers with other components

255TSSDB and matching version numbers with other

components. . . . . . . . . . . . . . . . . . . 255TSTest (Telephony Services Test Application) . . . 283TSTest client test application . . . . . . . . . . . 262TSUSR and matching version numbers with other

components. . . . . . . . . . . . . . . . . . . 255TSVL and matching version numbers with other components

255

UUnixWare client setup . . . . . . . . . . . . . . . 160Unloading (and loading) PBX drivers . . . . . . . . 193Update SDB command (dialog box) . . . . . . . . 134Updating the security database . . . . . . . . . . 134Upgrade SDB command (dialog box). . . . . . . . 136Upgrading the SDB . . . . . . . . . . . . . . . . 136Usage statistics, Tserver . . . . . . . . . . . . . 197User access, extending to other worktops . . . . . . 50User administration privileges . . . . . . . . . . . . 31User connection

dropping . . . . . . . . . . . . . . . . . . . 213using TSM32 to drop. . . . . . . . . . . . . . 213

User object . . . . . . . . . . . . . . . . . . . . . 30attributes . . . . . . . . . . . . . . . . . . . 139

User permissionschanges to . . . . . . . . . . . . . . . . . . . 50changing . . . . . . . . . . . . . . . . . . . 254full user permissions . . . . . . . . . . . . . . 254

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User Rights . . . . . . . . . . . . 177, 245, 249, 253User rights, assigning . . . . . . . . . . . . . . . 178User status . . . . . . . . . . . . . . . . . . . . 212User status information

viewing with TSM32 . . . . . . . . . . . . . . 212

VVDN (vector directory number), usage example . . . 58Version and system status information . . . . . . . 187Version information

using TSM32 to view . . . . . . . . . . . . . . 192viewing with TSA . . . . . . . . . . . . . . . . 255viewing with TSM32 . . . . . . . . . . . . . . 255

Version number verification, Tserver software components255

WW32MKDE.EXE, Btrieve component . . . . . . . . 257W32MKRC.DLL, Btrieve component . . . . . . . . 257WBTRVV32.DLL, Btrieve component . . . . . . . . 257Windows NT Domains, distinguishing different users. 178Windows NT search methods . . . . . . . . . . . 176Worktop

described . . . . . . . . . . . . . . . . . . . 23Worktop name. . . . . . . . . . . . . . . . . . . 32Worktop object . . . . . . . . . . . . . . . . . . 32Worktop object attributes (SDB) . . . . . . . . . . 140

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